Process Lead (CM / IM / PM / RM)
Full Time
On-site
To define
HCL America Inc.
Fitment
Dice Job Match Score™
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Job Details
Skills
- BMC Remedy
- CA Unicenter Service Desk
- Customization
- Analytical Skill
- Problem Solving
- Conflict Resolution
- IT Operations
- Leadership
- Technical Support
- Stakeholder Engagement
- Documentation
- Continuous Improvement
- Incident Management
- Bridging
- Problem Management
- Performance Management
- Project Management
- Preventive Maintenance
- Root Cause Analysis
- Change Management
- Configuration Management
- Content Management
- Records Management
- Scheduling
- Microsoft Windows
- Workflow
- RACI
- Dashboard
- SLA
- Reporting
- Auditing
- Regulatory Compliance
- Mentorship
- Data Link Layer
- Network Layer
- Process Management
- Release Management
- Health Care
- Communication
- Stakeholder Management
- ITIL
- ServiceNow
- IT Service Management
Summary
HCL Technologies Limited
Job Summary
Role Summary The Process Lead is responsible for end to end governance, execution, and continuous improvement of core ITSM processes for the DePuy program. This role ensures operational stability, regulatory compliance, and alignment with Johnson & Johnson ITSM standards during transition and steady state operations. Key Responsibilities Incident Management (IM) Own and govern Incident & Major Incident Management (MIM) processes. Lead P1/P2 incident bridges, ensure timely resolution and communication. Track MTTR, SLA adherence, escalation handling, and service restoration. Drive post incident reviews and improvements. Problem Management (PM) Identify recurring incidents and initiate Problem Records. Lead Root Cause Analysis (RCA) and corrective/preventive actions. Track problem backlog and ensure permanent fixes are implemented. Change Management (CM) Govern Change Advisory Board (CAB) operations. Review, approve, schedule, and assess risk for changes. Ensure compliance to J&J change policies and audit requirements. Track change success rate and minimize change related incidents. Release Management (RM) Coordinate release planning across applications, infrastructure, and tools. Ensure proper impact assessment, scheduling, and rollback readiness. Align releases with freeze windows and business priorities. Process Governance & Reporting Own ITSM SOPs, workflows, RACI, and knowledge articles. Prepare weekly/monthly dashboards (Incidents, Problems, Changes, SLA, CSAT). Ensure alignment with ServiceNow configuration and reporting. Support internal/external audits and compliance reviews. Stakeholder & Transition Responsibilities Act as single point of contact for ITSM process matters. Work with customer stakeholders, service towers, vendors, and tool teams. Support transition, KT, and stabilization activities for DePuy. Coach and mentor L2/L3 process managers and coordinators. Required Skills & Experience Strong hands on experience in ITIL / ITSM Process Management. Deep expertise in Incident, Problem, Change & Release Management. Experience working in regulated / healthcare environments preferred. Hands on experience with ServiceNow ITSM. Strong communication, governance, and stakeholder management skills. Certifications (Preferred) ITIL v3 / v4 ServiceNow ITSM certifications
Key Responsibilities
Role Summary The Process Lead is responsible for end to end governance, execution, and continuous improvement of core ITSM processes for the DePuy program. This role ensures operational stability, regulatory compliance, and alignment with Johnson & Johnson ITSM standards during transition and steady state operations. Key Responsibilities Incident Management (IM) Own and govern Incident & Major Incident Management (MIM) processes. Lead P1/P2 incident bridges, ensure timely resolution and communication. Track MTTR, SLA adherence, escalation handling, and service restoration. Drive post incident reviews and improvements. Problem Management (PM) Identify recurring incidents and initiate Problem Records. Lead Root Cause Analysis (RCA) and corrective/preventive actions. Track problem backlog and ensure permanent fixes are implemented. Change Management (CM) Govern Change Advisory Board (CAB) operations. Review, approve, schedule, and assess risk for changes. Ensure compliance to J&J change policies and audit requirements. Track change success rate and minimize change related incidents. Release Management (RM) Coordinate release planning across applications, infrastructure, and tools. Ensure proper impact assessment, scheduling, and rollback readiness. Align releases with freeze windows and business priorities. Process Governance & Reporting Own ITSM SOPs, workflows, RACI, and knowledge articles. Prepare weekly/monthly dashboards (Incidents, Problems, Changes, SLA, CSAT). Ensure alignment with ServiceNow configuration and reporting. Support internal/external audits and compliance reviews. Stakeholder & Transition Responsibilities Act as single point of contact for ITSM process matters. Work with customer stakeholders, service towers, vendors, and tool teams. Support transition, KT, and stabilization activities for DePuy. Coach and mentor L2/L3 process managers and coordinators. Required Skills & Experience Strong hands on experience in ITIL / ITSM Process Management. Deep expertise in Incident, Problem, Change & Release Management. Experience working in regulated / healthcare environments preferred. Hands on experience with ServiceNow ITSM. Strong communication, governance, and stakeholder management skills. Certifications (Preferred) ITIL v3 / v4 ServiceNow ITSM certifications
Skill Requirements
1. InDepth Expertise In Itsm Platforms, Including Bmc Remedy, Ca Service Desk, And Avanti.
2. Excellent Skills In Configuring, Customizing, And Optimizing Servicenow Modules For Enterprise Environments.
3. Excellent Analytical And ProblemSolving Abilities In LargeScale It Operations.
4. Advanced Proficiency In Itil Processes And Their Application Within Itsm Toolsets.
5. Strong Leadership And Mentoring Capabilities For Technical Support Teams.
6. Excellent Communication Skills For Stakeholder Engagement And Process Documentation.
Other Requirements
Role Summary The Process Lead is responsible for end to end governance, execution, and continuous improvement of core ITSM processes for the DePuy program. This role ensures operational stability, regulatory compliance, and alignment with Johnson & Johnson ITSM standards during transition and steady state operations. Key Responsibilities Incident Management (IM) Own and govern Incident & Major Incident Management (MIM) processes. Lead P1/P2 incident bridges, ensure timely resolution and communication. Track MTTR, SLA adherence, escalation handling, and service restoration. Drive post incident reviews and improvements. Problem Management (PM) Identify recurring incidents and initiate Problem Records. Lead Root Cause Analysis (RCA) and corrective/preventive actions. Track problem backlog and ensure permanent fixes are implemented. Change Management (CM) Govern Change Advisory Board (CAB) operations. Review, approve, schedule, and assess risk for changes. Ensure compliance to J&J change policies and audit requirements. Track change success rate and minimize change related incidents. Release Management (RM) Coordinate release planning across applications, infrastructure, and tools. Ensure proper impact assessment, scheduling, and rollback readiness. Align releases with freeze windows and business priorities. Process Governance & Reporting Own ITSM SOPs, workflows, RACI, and knowledge articles. Prepare weekly/monthly dashboards (Incidents, Problems, Changes, SLA, CSAT). Ensure alignment with ServiceNow configuration and reporting. Support internal/external audits and compliance reviews. Stakeholder & Transition Responsibilities Act as single point of contact for ITSM process matters. Work with customer stakeholders, service towers, vendors, and tool teams. Support transition, KT, and stabilization activities for DePuy. Coach and mentor L2/L3 process managers and coordinators. Required Skills & Experience Strong hands on experience in ITIL / ITSM Process Management. Deep expertise in Incident, Problem, Change & Release Management. Experience working in regulated / healthcare environments preferred. Hands on experience with ServiceNow ITSM. Strong communication, governance, and stakeholder management skills. Certifications (Preferred) ITIL v3 / v4 ServiceNow ITSM certifications
Job Summary
Role Summary The Process Lead is responsible for end to end governance, execution, and continuous improvement of core ITSM processes for the DePuy program. This role ensures operational stability, regulatory compliance, and alignment with Johnson & Johnson ITSM standards during transition and steady state operations. Key Responsibilities Incident Management (IM) Own and govern Incident & Major Incident Management (MIM) processes. Lead P1/P2 incident bridges, ensure timely resolution and communication. Track MTTR, SLA adherence, escalation handling, and service restoration. Drive post incident reviews and improvements. Problem Management (PM) Identify recurring incidents and initiate Problem Records. Lead Root Cause Analysis (RCA) and corrective/preventive actions. Track problem backlog and ensure permanent fixes are implemented. Change Management (CM) Govern Change Advisory Board (CAB) operations. Review, approve, schedule, and assess risk for changes. Ensure compliance to J&J change policies and audit requirements. Track change success rate and minimize change related incidents. Release Management (RM) Coordinate release planning across applications, infrastructure, and tools. Ensure proper impact assessment, scheduling, and rollback readiness. Align releases with freeze windows and business priorities. Process Governance & Reporting Own ITSM SOPs, workflows, RACI, and knowledge articles. Prepare weekly/monthly dashboards (Incidents, Problems, Changes, SLA, CSAT). Ensure alignment with ServiceNow configuration and reporting. Support internal/external audits and compliance reviews. Stakeholder & Transition Responsibilities Act as single point of contact for ITSM process matters. Work with customer stakeholders, service towers, vendors, and tool teams. Support transition, KT, and stabilization activities for DePuy. Coach and mentor L2/L3 process managers and coordinators. Required Skills & Experience Strong hands on experience in ITIL / ITSM Process Management. Deep expertise in Incident, Problem, Change & Release Management. Experience working in regulated / healthcare environments preferred. Hands on experience with ServiceNow ITSM. Strong communication, governance, and stakeholder management skills. Certifications (Preferred) ITIL v3 / v4 ServiceNow ITSM certifications
Key Responsibilities
Role Summary The Process Lead is responsible for end to end governance, execution, and continuous improvement of core ITSM processes for the DePuy program. This role ensures operational stability, regulatory compliance, and alignment with Johnson & Johnson ITSM standards during transition and steady state operations. Key Responsibilities Incident Management (IM) Own and govern Incident & Major Incident Management (MIM) processes. Lead P1/P2 incident bridges, ensure timely resolution and communication. Track MTTR, SLA adherence, escalation handling, and service restoration. Drive post incident reviews and improvements. Problem Management (PM) Identify recurring incidents and initiate Problem Records. Lead Root Cause Analysis (RCA) and corrective/preventive actions. Track problem backlog and ensure permanent fixes are implemented. Change Management (CM) Govern Change Advisory Board (CAB) operations. Review, approve, schedule, and assess risk for changes. Ensure compliance to J&J change policies and audit requirements. Track change success rate and minimize change related incidents. Release Management (RM) Coordinate release planning across applications, infrastructure, and tools. Ensure proper impact assessment, scheduling, and rollback readiness. Align releases with freeze windows and business priorities. Process Governance & Reporting Own ITSM SOPs, workflows, RACI, and knowledge articles. Prepare weekly/monthly dashboards (Incidents, Problems, Changes, SLA, CSAT). Ensure alignment with ServiceNow configuration and reporting. Support internal/external audits and compliance reviews. Stakeholder & Transition Responsibilities Act as single point of contact for ITSM process matters. Work with customer stakeholders, service towers, vendors, and tool teams. Support transition, KT, and stabilization activities for DePuy. Coach and mentor L2/L3 process managers and coordinators. Required Skills & Experience Strong hands on experience in ITIL / ITSM Process Management. Deep expertise in Incident, Problem, Change & Release Management. Experience working in regulated / healthcare environments preferred. Hands on experience with ServiceNow ITSM. Strong communication, governance, and stakeholder management skills. Certifications (Preferred) ITIL v3 / v4 ServiceNow ITSM certifications
Skill Requirements
1. InDepth Expertise In Itsm Platforms, Including Bmc Remedy, Ca Service Desk, And Avanti.
2. Excellent Skills In Configuring, Customizing, And Optimizing Servicenow Modules For Enterprise Environments.
3. Excellent Analytical And ProblemSolving Abilities In LargeScale It Operations.
4. Advanced Proficiency In Itil Processes And Their Application Within Itsm Toolsets.
5. Strong Leadership And Mentoring Capabilities For Technical Support Teams.
6. Excellent Communication Skills For Stakeholder Engagement And Process Documentation.
Other Requirements
Role Summary The Process Lead is responsible for end to end governance, execution, and continuous improvement of core ITSM processes for the DePuy program. This role ensures operational stability, regulatory compliance, and alignment with Johnson & Johnson ITSM standards during transition and steady state operations. Key Responsibilities Incident Management (IM) Own and govern Incident & Major Incident Management (MIM) processes. Lead P1/P2 incident bridges, ensure timely resolution and communication. Track MTTR, SLA adherence, escalation handling, and service restoration. Drive post incident reviews and improvements. Problem Management (PM) Identify recurring incidents and initiate Problem Records. Lead Root Cause Analysis (RCA) and corrective/preventive actions. Track problem backlog and ensure permanent fixes are implemented. Change Management (CM) Govern Change Advisory Board (CAB) operations. Review, approve, schedule, and assess risk for changes. Ensure compliance to J&J change policies and audit requirements. Track change success rate and minimize change related incidents. Release Management (RM) Coordinate release planning across applications, infrastructure, and tools. Ensure proper impact assessment, scheduling, and rollback readiness. Align releases with freeze windows and business priorities. Process Governance & Reporting Own ITSM SOPs, workflows, RACI, and knowledge articles. Prepare weekly/monthly dashboards (Incidents, Problems, Changes, SLA, CSAT). Ensure alignment with ServiceNow configuration and reporting. Support internal/external audits and compliance reviews. Stakeholder & Transition Responsibilities Act as single point of contact for ITSM process matters. Work with customer stakeholders, service towers, vendors, and tool teams. Support transition, KT, and stabilization activities for DePuy. Coach and mentor L2/L3 process managers and coordinators. Required Skills & Experience Strong hands on experience in ITIL / ITSM Process Management. Deep expertise in Incident, Problem, Change & Release Management. Experience working in regulated / healthcare environments preferred. Hands on experience with ServiceNow ITSM. Strong communication, governance, and stakeholder management skills. Certifications (Preferred) ITIL v3 / v4 ServiceNow ITSM certifications
Employers have access to artificial intelligence language tools (“AI”) that help generate and enhance job descriptions and AI may have been used to create this description. The position description has been reviewed for accuracy and Dice believes it to correctly reflect the job opportunity.
- Dice Id: hcl001APP
- Position Id: 146375-44361490
- Posted 15 hours ago
Company Info
HCLTech is a global technology company, home to more than 223,000 people 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. Consolidated revenues as of 12 months ending March 2025 totaled $13.8 billion.
We have been recognized as a Global Top Employer by the Top Employers Institute for the second time in a row for outstanding HR policies and best practices worldwide. We have also been certified as a Top Employer in 26 countries across three regions, Asia Pacific, Europe & Africa and North America. Out of the 26 countries, HCLTech is ranked number one in 15 countries.
These accolades re-affirm our commitment to our people by helping them maximize their potential and building an inclusive and progressive workplace that help our employees find their spark.
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