HCL - Service Delivery - IT Infrastructure

Company - HCL Tech

Location - Noida

Skill - IT Infra Experience handling global clients

JD

- Manage agreed SLA's / OLA's with internal and external stakeholders

- Identifies, Plans, and Manages Process Improvement Projects to improve processing performance

- Develops, maintains and updates Standard Operating Procedures (SOP) documentation.

- Adhering to SLAs

- ITIL Processes awareness

- Reporting to the Global SDM

- Helping team members in case of Issues/Technical Problems

- Ensuring that the processes are adhered

- Understanding of Multi-geo support environment

- Ensure maximum uptime according to the SLA

- Improves and maintains customer and employee satisfaction

- Implementing new technologies and design changes

- 24x7 operation support

- Maintains GRC guidelines & Doer/Checker process

- Assist in implementation of Data centre consolidation

- Perform H/W & performance monitoring and implement recommendations

- Day-to-Day reporting analysis tasks

- Vendor co-ordination & followup

- Ownership of 10 technologies + applications including Deployment (1.) Ensure The SLA of all the Track & SLA voilation

Team Meetings with all the stakeholders

Implementation & Tracking of SIP & CIP

Ensure A-CSAT target should achieve & improvement plans to be created for less scoring areas

Ensure organizational awareness, new changes in Customer organization

Ensure timely perperation of matrix, presentation for customer review and meetings

Quaterly team meetings & skip meetings

Review of Track members & Track leads on monthly basis

Responsible for all the issues related to rotation / progress of the employee who are recruited within the OMC

Ensure the Training Calender should be available & updated on a monthly basis

BRQ should be raised & invoice should be generated in timely manner

Review Budget Vs Actual Cost, Analyse the deviation & plan

Updation of RA modules

Ensure teams to work on VCI portal

Work with TL to give more value addition to customer & Track scored be done

Coordination among Transport, Admin, Quality

Ensure that all required associate should be nominated in CJ

Contact person - Namrata