HCL - Service Delivery/Service Desk - Desktop Support

Company : HCL Tech

Location : Chennai

Experience : 12+ yrs

JD :

- 12+ years exp.

- Excellent experience in SD and Desktop support exp.

- Managing 50+ team

- Excellent ability to interact directly with global customer stakeholders

- Managed and has good understanding of various tech towers

- Has worked on Automation and service improvements initiatives,

- Has handled initiatives leading to lower cost and demonstrated $ savings for Customer in terms of value add by better efficiency.

- People Management

- Maintaining SLAs

- Maintaining Attendance and Leave reports

- Infrastructure Management within the OMC

- Preparing reports on Monthly / Hourly basis

- Driving Technical discussions with client

- Driving Sev1 bridge calls

- Performing root cause analysis on identified tickets

- Adhoc Analysis

- Outage impact and Analysis

- Managing SIP activities

- Handling Escalation

- Roster management of team members

Contact person - Namrata