Track Manager

Paris

France

Job Description (Posting)

Job Title

IT Problem manager Specialist

Domain

ITSM

Localization

Paris

3 days a week – On-site work (at the customer's site)

Languages

French + English

Years of relevant experience

8+ years

Responsibilities

Drafting of post-mortem documents and analysis reports on production quality monitoring indicators

Reporting on the monitoring of service management processes, in particular problem management

Minutes of production quality monitoring sessions and business continuity exercises

Problem trend analysis and recommendations for continuous improvement

Documentation of known errors and associated workarounds

Root cause analysis reports for recurring problems and major incidents

Mandatory skills

ITIL processes

Ability to identify and analyze problem trends across IT services

Knowledge of Known Error Database (KEDB) management

Experience with root cause analysis methodologies and tools

Technical Communication – Translates technical impacts of changes for both IT teams and business stakeholders.

Infrastructure Awareness – Understands systems architecture, dependencies, and risk areas

No. of Positions

1

Job Description (Posting).

About HCLTech

HCLTech is a global technology company, spread 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. We re powered by our people a global, diverse, multi-generational talent - representing 161 nationalities whose unique spark, perspective and boundless passion drive our culture of proactive value creation and problem-solving.

Our purpose is to bring together the best of technology and our people to supercharge progress for everyone, everywhere our clients, partners, their stakeholders, communities, and the planet. As a company, we are deeply focused on accelerating our ESG agenda. We are also creating technology-enabled sustainable solutions with and for our clients and partners. We embed ESG imperatives into every aspect of our business and ensure that the progress we supercharge is responsible, inclusive and beneficial to all our stakeholders in the long term. We have committed to achieving net zero by

To learn more about how we can supercharge progress for you, visit

TM-ProblemMgmt,SNOWAdmin/Supp

Job Summary

This role is responsible for leading advanced operations in problem management and ServiceNow administration, driving continuous improvement across large-scale projects. The individual ensures operational excellence by optimizing ITSM processes, mentoring teams, and delivering innovative solutions in alignment with client requirements and organizational objectives. (1.) Key Responsibilities

1. Lead problem management practices using ServiceNow, BMC Remedy, and CA Service Desk to identify root causes, drive permanent resolutions, and minimize service disruptions across complex environments.

2. Oversee and optimize SNOW administration by configuring workflows, automating incident and problem records, and ensuring data integrity for actionable management reporting.

3. Develop and implement advanced operational processes using ITSM tools to enhance information flow, business process efficiency, and organizational planning.

4. Mentor and guide support teams in best practices for problem analysis, resolution strategies, and tool utilization, fostering a culture of technical excellence and continuous improvement.

5. Collaborate with stakeholders to understand client requirements, ensuring service delivery aligns with contractual SLAs and proactively addressing potential service issues.

6. Drive innovation by evaluating and deploying new ITSM tool features, integrations, and automation opportunities to improve service quality and operational agility.

7. Provide expert-level solutions tailored to unique customer environments, leveraging in-depth knowledge of problem management frameworks and ITSM platforms.

Skill Requirements

1. Excellent Proficiency In Servicenow Administration, Including Workflow Configuration, Automation, And Reporting.

2. Advanced Expertise In Bmc Remedy, Ca Service Desk, And Avanti For Enterprise Itsm Operations.

3. Excellent Analytical And ProblemSolving Skills For Root Cause Analysis And Process Design.

4. Strong Leadership In Mentoring Teams And Driving Process Innovation.

5. Advanced Communication Skills For Effective Stakeholder Management And Transparent Reporting.

Certification

1. ITIL

Employee Group

Business Line FT

Entity

INFRA

Auto req ID

1628137BR

Expected Date of Closure

16-Jan-2026

Reporting Manager Designation

General Manager

Skill (Primary)

Cloud Services-Processes-IT Process Engineering

Skill Level 3 (Secondary Skill 1)

Cloud Services-Platform Engineering-ITSM Platform

Skill Level 3 (Secondary Skill 2)

Cloud Services-Platform Engineering-ITSM Platform

Skill Level 3 (Secondary Skill 3)

Cloud Services-Platform Engineering-ITSM Platform

Skill Level 3 (Secondary Skill 4)

Cloud Services-Platform Engineering-ITSM Platform