HCL - Service Delivery - Infrastructure

Service Delivery, Infra

Company : HCL Tech

Location : Noida

Experience : 11-15 yrs

JD :

Accomplish IT operations human resource objectives by recruiting, selecting, orienting, training, assigning, scheduling, coaching, counseling, and disciplining employees; communicating job expectations; planning, mBuild trust and relationship with Client to identify potential issues proactively and develop early warning system for HCL to mitigate issues before it reaches critical state

- Be part of Customer Satisfaction enhancement program and play critical role

- Have a clear idea of urgency and emergencies

- Understand the quality of Service Delivery and the Pain areas of client

- Be proactive in suggesting initiatives to increase the service offered to the client, including understanding how existing processes can be changed or improved to aid Customer business

- Be responsible for the management of escalations, P1/2, complaints.

- Proactively engage HCL management to pinpoint the client pain areas and alert for action from HCL

- Be proactive in liaising with Customer

- 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/visualization 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