HCL - Service Delivery - Infra/Datacenter/Networking

Company - HCL Tech

Location - Noida

Experience - 9+ yrs

JD

15+ years and has held similar roles for at least 6 + years.

Understand industry standard ITIL process and procedures, data center technologies to run Infrastructure service delivery center of 100+ resources delivered out of India and USA.

Should have experience in handling global customers - communication has to be excellent - both oral and written.

Experience in Data center management with in depth understanding of latest technologies on storage, unix, wan, lan, security platform.

- Strong Customer presentation skills and past experience of design, architect level skills on any IT technical domain will help

- Very good people management skills and expansion of services to fill all gamut's of infrastructure-increase breadth.

- Lead project management functions and drive transformation initiatives for Customer

- Lead daily, weekly and monthly operation and governance calls (1.) Incident Management + Change Management (Planning & Execution)

On - call Escalation

Ticket Quality

Process adherence & Security compliance

Customer feedback ( Appreciations, CSAT survey results)

KB preparation and review, Knowlegde sharing & documentation

Root cause analysis / Problem Management + Capacity / Architectural Management

SLA compliance for tickets

Value Add

Training / Mentoring

Contact person - Namrata