Senior Administrator - Program & Project Management
Administration
Job Summary
Job Description: ITSM Analyst (L2) – Incident / Change / Problem Management Job Title: ITSM Analyst – L2 (Incident, Change & Problem Management) Department: IT Service Management Experience: 3–6 years Role Summary: Responsible for executing ITIL-aligned Incident, Change, and Problem Management processes. The role focuses on incident resolution, root cause analysis support, change coordination, and ensuring service stability through proactive and reactive management. Key Responsibilities: Incident Management: • Handle L2 escalations and ensure timely resolution of incidents within SLA. • Perform incident analysis, troubleshooting, and provide workarounds/resolution. • Participate in major incident bridges and provide regular updates. • Ensure proper ticket documentation, status updates, and closure. Problem Management: • Identify recurring incidents and log problem records. • Support root cause analysis (RCA) and collaborate with L3 teams. • Analyze incident trends to proactively identify problems. • Track problem tickets until closure and ensure permanent fixes. Change Management: • Raise and manage change requests for incident fixes and improvements. • Prepare implementation plans and coordinate approvals through CAB. • Participate in change implementation and validation activities. • Ensure compliance with change policies and minimize risk impacts. Cross-functional Responsibilities: • Execute ITIL processes (Incident, Problem, Change) effectively. • Ensure adherence to SLAs, KPIs, and operational processes. • Collaborate with global teams and vendors for issue resolution. • Maintain documentation and knowledge base updates. • Participate in shift handovers and global operations support. Skills & Qualifications: • Strong understanding of ITIL processes (Incident, Change, Problem Management). • Experience with ITSM tools (ServiceNow, Remedy, Jira, etc.). • Good troubleshooting and analytical skills. • Knowledge of root cause analysis techniques. • Strong communication and stakeholder management skills. • Ability to work in 24/7 global support environment. Key Competencies: • Incident Handling & Escalation Management • Problem Analysis & RCA Support • Change Coordination • SLA & KPI Compliance • Continuous Service Improvement
Key Responsibilities
Job Description: ITSM Analyst (L2) – Incident / Change / Problem Management Job Title: ITSM Analyst – L2 (Incident, Change & Problem Management) Department: IT Service Management Experience: 3–6 years Role Summary: Responsible for executing ITIL-aligned Incident, Change, and Problem Management processes. The role focuses on incident resolution, root cause analysis support, change coordination, and ensuring service stability through proactive and reactive management. Key Responsibilities: Incident Management: • Handle L2 escalations and ensure timely resolution of incidents within SLA. • Perform incident analysis, troubleshooting, and provide workarounds/resolution. • Participate in major incident bridges and provide regular updates. • Ensure proper ticket documentation, status updates, and closure. Problem Management: • Identify recurring incidents and log problem records. • Support root cause analysis (RCA) and collaborate with L3 teams. • Analyze incident trends to proactively identify problems. • Track problem tickets until closure and ensure permanent fixes. Change Management: • Raise and manage change requests for incident fixes and improvements. • Prepare implementation plans and coordinate approvals through CAB. • Participate in change implementation and validation activities. • Ensure compliance with change policies and minimize risk impacts. Cross-functional Responsibilities: • Execute ITIL processes (Incident, Problem, Change) effectively. • Ensure adherence to SLAs, KPIs, and operational processes. • Collaborate with global teams and vendors for issue resolution. • Maintain documentation and knowledge base updates. • Participate in shift handovers and global operations support. Skills & Qualifications: • Strong understanding of ITIL processes (Incident, Change, Problem Management). • Experience with ITSM tools (ServiceNow, Remedy, Jira, etc.). • Good troubleshooting and analytical skills. • Knowledge of root cause analysis techniques. • Strong communication and stakeholder management skills. • Ability to work in 24/7 global support environment. Key Competencies: • Incident Handling & Escalation Management • Problem Analysis & RCA Support • Change Coordination • SLA & KPI Compliance • Continuous Service Improvement
Skill Requirements
Job Description: ITSM Analyst (L2) – Incident / Change / Problem Management Job Title: ITSM Analyst – L2 (Incident, Change & Problem Management) Department: IT Service Management Experience: 3–6 years Role Summary: Responsible for executing ITIL-aligned Incident, Change, and Problem Management processes. The role focuses on incident resolution, root cause analysis support, change coordination, and ensuring service stability through proactive and reactive management. Key Responsibilities: Incident Management: • Handle L2 escalations and ensure timely resolution of incidents within SLA. • Perform incident analysis, troubleshooting, and provide workarounds/resolution. • Participate in major incident bridges and provide regular updates. • Ensure proper ticket documentation, status updates, and closure. Problem Management: • Identify recurring incidents and log problem records. • Support root cause analysis (RCA) and collaborate with L3 teams. • Analyze incident trends to proactively identify problems. • Track problem tickets until closure and ensure permanent fixes. Change Management: • Raise and manage change requests for incident fixes and improvements. • Prepare implementation plans and coordinate approvals through CAB. • Participate in change implementation and validation activities. • Ensure compliance with change policies and minimize risk impacts. Cross-functional Responsibilities: • Execute ITIL processes (Incident, Problem, Change) effectively. • Ensure adherence to SLAs, KPIs, and operational processes. • Collaborate with global teams and vendors for issue resolution. • Maintain documentation and knowledge base updates. • Participate in shift handovers and global operations support. Skills & Qualifications: • Strong understanding of ITIL processes (Incident, Change, Problem Management). • Experience with ITSM tools (ServiceNow, Remedy, Jira, etc.). • Good troubleshooting and analytical skills. • Knowledge of root cause analysis techniques. • Strong communication and stakeholder management skills. • Ability to work in 24/7 global support environment. Key Competencies: • Incident Handling & Escalation Management • Problem Analysis & RCA Support • Change Coordination • SLA & KPI Compliance • Continuous Service Improvement
Other Requirements
Job Description: ITSM Analyst (L2) – Incident / Change / Problem Management Job Title: ITSM Analyst – L2 (Incident, Change & Problem Management) Department: IT Service Management Experience: 3–6 years Role Summary: Responsible for executing ITIL-aligned Incident, Change, and Problem Management processes. The role focuses on incident resolution, root cause analysis support, change coordination, and ensuring service stability through proactive and reactive management. Key Responsibilities: Incident Management: • Handle L2 escalations and ensure timely resolution of incidents within SLA. • Perform incident analysis, troubleshooting, and provide workarounds/resolution. • Participate in major incident bridges and provide regular updates. • Ensure proper ticket documentation, status updates, and closure. Problem Management: • Identify recurring incidents and log problem records. • Support root cause analysis (RCA) and collaborate with L3 teams. • Analyze incident trends to proactively identify problems. • Track problem tickets until closure and ensure permanent fixes. Change Management: • Raise and manage change requests for incident fixes and improvements. • Prepare implementation plans and coordinate approvals through CAB. • Participate in change implementation and validation activities. • Ensure compliance with change policies and minimize risk impacts. Cross-functional Responsibilities: • Execute ITIL processes (Incident, Problem, Change) effectively. • Ensure adherence to SLAs, KPIs, and operational processes. • Collaborate with global teams and vendors for issue resolution. • Maintain documentation and knowledge base updates. • Participate in shift handovers and global operations support. Skills & Qualifications: • Strong understanding of ITIL processes (Incident, Change, Problem Management). • Experience with ITSM tools (ServiceNow, Remedy, Jira, etc.). • Good troubleshooting and analytical skills. • Knowledge of root cause analysis techniques. • Strong communication and stakeholder management skills. • Ability to work in 24/7 global support environment. Key Competencies: • Incident Handling & Escalation Management • Problem Analysis & RCA Support • Change Coordination • SLA & KPI Compliance • Continuous Service Improvement
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.
