Process Lead (CM / IM / PM / RM)

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