Track Lead (Support & Operations)

HCL Technologies Limited

Job Summary

Operations Management with focus on continuous improvement ,problem-solving, meeting client SLAs, and empowering teams through effective people management.
Key Responsibilities

The Service Desk Manager is a position with accountability of the technical service desk

Skill Requirements

A. Deliver Managed Services for the global Clients. Transformation experience will be a plus.
B. Build and manage teams and direct all related People/ Process and Technology Competencies and work closely with Technical CoE Leads.
C. Build and Maintain customer relationship.
D. Effectively monitor, control and support infrastructure service delivery ensuring all agreed methodologies and procedures are followed
E.Other responsibilities as follows:-
Expansion of services to fill entire gamut of infrastructure services.
Focus on project opportunities and transformation initiatives.
ITIL process definitions and implementation.
Automation in service delivery.
Ensure knowledge retention.
Resource management & Utilization, Attrition control.
Audit and security compliance both from HCL and customer s requirements.
Management reporting - both for HCL and customer.
Conduct regular in depth service and process audits.
Employee retention, motivation and training.
Focus on grooming people from L1 to L2, L2 to L3 within select timelines.
Overall SLA management Operation interaction with technologies Lead / Service Owner
Manage & deliver overall Customer Satisfaction.
Manage & deliver overall employee satisfaction.

Other Requirements

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Disclaimer
HCL is an equal opportunity employer, committed to providing equal employment opportunities to all applicants and employees regardless of race, religion, sex, color, age, national origin, pregnancy, sexual orientation, physical disability or genetic information, military or veteran status, or any other protected classification, in accordance with federal, state, and/or local law. Should any applicant have concerns about discrimination in the hiring process, they should provide a detailed report of those concerns to for investigation.

Compensation and Benefits
A candidate s pay within the range will depend on their work location, skills, experience, education, and other factors permitted by law. This role may also be eligible for performance-based bonuses subject to company policies. In addition, this role is eligible for the following benefits subject to company policies: medical, dental, vision, pharmacy, life, accidental death & dismemberment, and disability insurance; employee assistance program; 401(k) retirement plan; 10 days of paid time off per year (some positions are eligible for need-based leave with no designated number of leave days per year); and 10 paid holidays per year.