Description

You own incident resolution, request fulfilments, and case prioritization for supported services.

This role is on-site.

Responsibilities

• Resolve incidents and fulfil requests according to defined guidelines and KPIs.
• Assign correct priority to cases, escalate to specialized support functions when necessary, and act as action owner.
• Provide operational disturbance information to end users and serve as dispatcher for incoming tasks.
• Drive knowledge management by documenting errors, known workarounds, and contributing to the HCL Knowledge Management System.
• Support 2nd and 3rd line teams with problem identification and ensure compliance with Information Security policies.

Required Skills

• 5+ years of experience in IT support or service management.
• Hands-on proficiency with ServiceNow.
• Bachelor's degree in a relevant field or equivalent experience.
• Proven ability to manage case prioritization and escalation workflows.
• Strong documentation skills for knowledge base maintenance and error logging.
• Experience supporting 2nd and 3rd line engineering teams.
• Adherence to information security requirements and policy enforcement.

Preferred Skills

• Experience contributing to the development of new operation techniques.
• Background in designing solutions to improve team efficiency and delivery quality.

Key Skills

Education

Bachelor's degree