Required Skills & Experience
· 5 years of experience in Incident Management / IT Service Management. · Strong knowledge of ITIL Incident Management and Problem Management processes. · Hands-on experience with ServiceNow ITSM modules. · Strong experience in ServiceNow Reporting, Analytics, Performance Analytics, and Dashboard creation. · Experience in governance, compliance, audit reviews, and operational controls. · Excellent understanding of SLA, OLA, KPI, and service reporting frameworks. · Experience conducting trend analysis, backlog analysis, and service improvement initiatives. · Strong analytical and stakeholder management skills. · Excellent written and verbal English communication skills.
Preferred Skills · ITIL Foundation / ITIL Intermediate Certification. · Experience of working in general delivery environments. · Knowledge of Change Management and Major Incident Management will also help. · Experience with ServiceNow Performance Analytics. · Exposure to Continual Service Improvement (CSI) initiatives.

📌 Incident Manager (Xico)
🏢 HCLTech
📍 Xico