HCL - IT Service Management

Company - HCL Tech

Location - Chennai

Experience - 12+ yrs

JD Below

IT Services Management:

- Delivering Services to the customer according to the contract and adherence to agreed SLAs

- Adherence to KPIs agreed in the contract

- Management of IT Services for the customer

- Advise and make significant contributions on customer's IT policies and objectives

- Make recommendations on strategies in respect of the various technologies to develop the service

- Participate, and in many cases lead, in periodic reviews with SDD, customer representatives and vendor representatives

- Establish and maintain standards and methodologies for providing IT Services to the customer in respect of operational services

- Provide the periodical reports and other ad-hoc reports as per the contract to the customer

- Maintaining disaster recovery and business continuity processes for the services

- Build long-term relationship with the customer

- Deliver continual improvement in service measures and KPIs

- Responsible for financial performance of the services to me (1.) P&L responsibility

Expansion of services to fill all gamut's of infrastructure-increase breadth.

Focus on project opportunities and transformation initiatives

ITIL process definitions and implementation

Automation in service delivery

Resource management

Utilization

Billing

Management reporting

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

Value add to customer-YOY by working closely with the Transformation and Consulting group for:

Architecture gap assessment studies

Implementation of new technologies

Consolidation/virtualisation opportunities

Reduce business impact of outages

Cost savings through better solutions

Enhance operational efficiencies

Overall SLA management - Operation interaction with technologies Lead / Service Owner

Overall Customer and Employee Satisfaction

Contact person - Namrata