Track Lead

Paris

France

Job Description (Posting)

We are seeking for an Incident Management Specialist to fill multiple position to join our team at a client's facility in Paris.

Important details

3 days/ week- Work from office (Client Location)

Language: French (C1) + English

Years of experience: 8+years

Responsibilities

Management of major production incidents until resolution

Problem management and post-mortem analysis

Weekly reporting on production incident tracking

Compliance with ITIL processes for actions defined during meetings

Accuracy of incident reports (including all actions and decisions taken with agreement from contributing and impacted entities)

Tracking and managing all incidents within a single central repository

Support for weekly incident reviews

Ensuring service continuity

Expected Deliverables

Contribution to incident management during infrastructure events occurring on certain weekends

Improvement of tools and automation of daily tasks through development and maintenance of tools primarily written in Python

Enhancement of service quality

Optimization of activities to reduce management costs

Implementation of KPIs to provide reports on workload and service quality

Project management related to incident activity or continuous improvement

Change management

Mandatory skills

ITIL & Process Governance – Applies ITIL frameworks to manage change requests, approvals, and compliance.

Microsoft Power BI

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

Infrastructure Awareness – Understands systems architecture, dependencies, and risk areas during change planning.

Incident & Problem Integration – Coordinates with incident/problem management to ensure smooth transitions and minimal disruptions.

Ready for a new challenge? Join a friendly, multinational company offering endless opportunities in a dynamic, multicultural environment.

Apply now and submit your CV in English

Why become an HCLTechie?

At HCLTech, we offer diverse opportunities to learn, innovate, and fast-track your career. You'll work with global clients and industry-leading experts, gaining access to mentorship and rewarding growth paths. Our people-friendly work culture fosters flexibility, leadership, and personal and professional growth, giving you the freedom to explore, experiment, and thrive.

We believe in doing things differently, offering hands-on training and coaching, and celebrating the passion and commitment of our teams. Discover the benefits of joining HCLTech:

Comprehensive benefits package.

Global career opportunities and mobility.

Flexible work environment supporting work-life balance.

Exciting projects and upskilling opportunities to shape your role.

Total wellbeing focus: Beyond professional growth, you'll be able to collaborate with like-minded colleagues to drive meaningful impact through initiatives like our CSR Council, Diversity Council, Women Connect, and many more.

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

TL-IncdMgmt,SNOWAdmin/Supp

Job Summary

The Tools & Automation Engineer plays a crucial role in enhancing operational efficiency through the development and maintenance of automation tools. This position focuses on asset management and ITIL processes, ensuring that all solutions align with organizational standards for quality and cost. The engineer will work collaboratively to deliver high-quality code and support existing projects while responding to client requests. (1.) Key Responsibilities

1. Enhance Operational Systems By Implementing Itil Best Practices And Leveraging Tools Like Snow Admin And Bmc Remedy To Improve Management Reporting And Streamline Information Flow.

2. Analyze Client Requirements And Ensure That The Support Team Consistently Meets Or Exceeds Client Expectations Through Proactive Incident Management And Effective Use Of Ca Service Desk.

3. Lead And Mentor The Project Team, Fostering Transparent Communication Of Project Goals And Objectives While Promoting Collaboration And Accountability Within The Team.

4. Innovate Process Development By Introducing New Ideas And Methodologies In Incident Management, Driving Overall Organizational Progress And Efficiency.

5. Provide Tailored Solutions To Meet Customer Needs Through Comprehensive Understanding Of Incident Management Workflows And Effective Utilization Of Automation Tools To Achieve Business Results.

Skill Requirements

1. Strong Understanding Of Incident Management Principles And Itil Framework

2. Proficient In Tools Such As Servicenow, Bmc Remedy, And Ca Service Desk

3. Excellent Problem-Solving Skills And Ability To Drive Operational Improvements

4. Strong Leadership Capabilities With Experience In Team Management And Communication

Certification

1. Itil Foundation Certification (Recommended)

2. Servicenow Administrator Certification (Optional But Valuable)

3. Bmc Remedy Certification (Optional But Valuable)

Employee Group

Business Line FT

Entity

INFRA

Auto req ID

1634441BR

Expected Date of Closure

26-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