Incident Manager

Opportunity: ServiceNow Incident Manager (Process + Platform) Location: Spain / Europe (Hybrid/Remote - As per client) Employment Type: Full-Time Company: HCL Tech About the Role We are looking for an experienced ServiceNow Incident Manager who combines strong ITIL Incident Management expertise with hands-on ServiceNow Administration & Development skills. This is a hybrid role where you'll spend approximately 50% of your time driving Incident Management processes and 50% enhancing the ServiceNow platform through administration, automation, and configuration. You'll act as the bridge between Operations, Engineering, and Platform teams to ensure critical incidents are managed effectively while continuously improving and automating ServiceNow capabilities. Key Responsibilities Incident Management: - Own the end-to-end Incident Management process following ITIL best practices. Act as the Major Incident Manager (MIM) for critical production incidents. Lead incident bridges and coordinate cross-functional technical teams. Drive incident lifecycle management from logging to closure. Prepare operational reports, dashboards, and executive-level communications. Manage escalations and stakeholder communications during high-impact incidents. ServiceNow Platform: - Administer and maintain the ServiceNow ITSM platform. Configure and support Incident, Problem, and Change Management modules. Develop and maintain: Business Rules Client Scripts Script Includes UI Policies Data Policies Flow Designer workflows Configure forms, templates, notifications, and automation logic. Implement automated incident creation, routing, and resolution workflows. Manage user roles, groups, ACLs, and platform security. Develop reports, dashboards, and Performance Analytics. Support REST/SOAP API integrations with external tools. What We're Looking For We're seeking someone who not only excels at managing major incidents and driving ITIL processes but can also actively improve the ServiceNow platform through configuration, scripting, automation, and administration. If you have a combination of Incident Management leadership and hands-on ServiceNow technical expertise, we'd love to connect. If you're interested, please share your updated resume along with the following details: Total Experience: Relevant ServiceNow Experience: Major Incident Management Experience: ServiceNow Administration/Development Experience: Current Location: Notice Period: Current CTC: Expected CTC: Work Authorization: Availability for Interview