HCL - Service Delivery - IT Infra

Company : HCL Tech

Location : Noida

Experience : 15+ yrs

JD :

- Management of IT Service Delivery team

- Accountable for overall service delivery from multiple tracks (MNS, Wintel, Virtualization, Unix, DB, Storage, Backup, Service Desk, DC Ops, Desktop etc.)

- Customer relationship building, meeting customer expectations and achieve targeted CSAT

- Effective monitoring, control and delivery of services within agreed SLAs using different methodologies, tools and ITIL processes

- Proactive problem management and handling of escalation timely

- P&L Budgeting and Management

- Ensure a delightful customer experience across all touch points and maintaining this at a cost of service which is in line with budgets

- 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

Namrata