Track Manager - ServiceNow,JavaScript
HCL Technologies
Software Engineering
Job Summary
The ITSM L3 Lead owns the end-to-end technical and operational transition of services, ensuring readiness, risk mitigation, and seamless handover to BAU. They provide strategic leadership, governance, and technical oversight across L1/L2/L3 teams, driving stabilization and service excellence during transition and hypercare.
Key Responsibilities
1. Transition Leadership & Governance Lead end-to-end service transition strategy and execution Drive transition plans, milestones, and readiness reviews Ensure compliance with ITIL transition frameworks and organizational standards 2. Technical Oversight & Solution Assurance Validate architecture (HLD/LLD) for operability, scalability, and supportability Govern technical design alignment with operational SLAs/SLOs Approve go-live readiness from technology and service stability perspective 3. Hypercare & Service Stabilization Leadership Own hypercare phase with focus on stability and business continuity Define stabilization roadmap and exit criteria to BAU Drive rapid reduction in incident volumes and major incidents 4. Major Incident & Escalation Governance Act as the final escalation point for P1/P2 incidents Provide strategic direction during critical outages Ensure high-quality RCA and preventive measures are implemented 5. Risk, Defect & Dependency Management Identify transition risks, dependencies, and operational gaps Govern defect triage with project, engineering, and vendor teams Ensure closure of critical issues prior to steady-state handover 6. Change & Release Governance Oversee major/complex changes and transition releases Ensure risk assessment, rollback planning, and impact validation Align release execution with business priorities and service continuity 7. Observability & Operational Readiness Ensure monitoring, alerting, and dashboards are production-ready Establish KPIs, SLIs/SLOs, and reporting frameworks Drive proactive and predictive support models 8. Knowledge & Capability Build Ensure completeness of SOPs, runbooks, and KEDB Drive structured KT, reverse KT, and L1/L2 readiness certification Champion automation and continuous improvement initiatives 9. Stakeholder & Executive Management Interface with senior leadership, transition managers, and clients Provide executive dashboards (risks, readiness, performance) Drive governance forums (daily/weekly reviews during transition)
Skill Requirements
Strong expertise in ITIL (Transition, Incident, Problem, Change) Proven leadership in large-scale transitions/migrations/cloud programs Deep technical acumen across infra, cloud, and applications Strong governance, risk, and stakeholder management skills Ability to drive cross-functional teams and vendor ecosystems
Other Requirements
10–15+ years in IT operations, service management, or engineering Strong experience in transition governance, transformation, or managed services delivery
Why HCLTech?
At HCLTech, you'll supercharge your potential. You'll find your career. And you'll find your spark. All at a place that knows that helping its customers stay on top starts by putting its people first.
HCLTech is a global technology company, home to more than 226,300 people across 60 countries, delivering industry-leading capabilities centered around digital, engineering, cloud and AI, powered by a broad portfolio of technology services and products. We work with clients across all major verticals, providing industry solutions for Financial Services, Manufacturing, Life Sciences and Healthcare, Technology and Services, Telecom and Media, Retail and CPG, and Public Services. Consolidated revenues as of 12 months ending December 2025 totaled $14.5 billion.
Benefits
At HCLTech, we believe in empowering our employees with comprehensive benefits that support their professional growth and enhance their well-being. When you sign up for a career with us, you gain access to:
Industry-benchmarked compensation
Best-in-class healthcare benefits
Personal time off
Maternity and paternity benefits
Access to skills / higher education programs/resources
Discounts on products and services via Benefit Box
Participate in CSR programs and live life with a purpose
Opportunities to grow and advance your career
Note: The benefits listed above vary depending on the nature of your employment and the country where you work. Some benefits may be available in some countries but not in all.
