HCL Technologies is a next-generation global technology company that helps enterprises reimagine their businesses for the digital age. Our technology products, services and engineering are built on four decades of innovation, with a world-renowned management philosophy, a strong culture of invention and risk-taking, and a relentless focus on customer relationships. With a worldwide network of R&D, innovation labs and delivery centers, and 137,000+ Ideapreneurs working in 44 countries, HCL serves leading enterprises across key industries, including 250 of the Fortune 500 and 650 of the Global 2000. HCL generated consolidated revenues of USD 8.6 billion for for Financial Year Ended 31 st Mar, 2019.
We offer an integrated portfolio of products, solutions, services, and IP through our built around Digital, IoT, Cloud, Automation, Cybersecurity, Analytics, Infrastructure Management and Engineering Services, amongst others, to help enterprises reimagine their businesses for the digital age.
Role: Project Manager
Location: Plano, TX
Position: Full Time
To manage and ensure that the project schedules are adhered to as per the client specifications and deliveries are as per the time and quality standards.
(1.) Co-ordination with On-Site Engineers and attending customer calls
(2.) Raising risks| issues and escalation to senior management and customer
(3.) To create all quality documents| collect metrics data and conducting Audits. To perform Value creation and KM activities.
(4.) To create project plans and keep track of schedule for on time delivery as per the defined quality standards
(5.) To ensure process improvement and compliance| and participate in technical design discussion and to review technical documents
Responsible for Monitoring and Maintaining SLAs, Preparing RCA, triaging Major Inclidents and Co-ordinating Problem Management Calls
Responsible for the Delivery and SLA Metrics tracking and Periodic reporting
Provide technical support to customers by answering emails, phone calls and online questions
Solve issues in a timely manner, ensuring limited downtime for the customer
Communicate with all levels of an organization conveying technical information in a manner in which business leaders can understand
Research required information using available resources
Excellent communication skills - verbal and written
Excellent customer facing abilities and customer service skills
Be a strong team player with a personal commitment toward the business and its customers
Flexibility to Work in Shifts and On Call Support
Able to demonstrate the ability to undertake the above responsibilities
A passion for Service Improvement
Experienced Service Management professional
Previous experience as a Team Lead or demonstrable experience in leading virtual teams
Service Management or Support in a large-scale and diverse environment of incident management, escalation procedures and related disciplines
Expert knowledge of ITIL disciplines
Excellent leadership and people management skills
Excellent customer facing/customer service skills
Hands on Experience in C#, .Net or Java technologies
Expertise on SQL Server or Oracle DB
- EOE Disability/Veteran