Posted by Hello job seekers! We are excited to announce an opportunity that could be perfect for you. HCLTech Hiring for Technical Specialist.
Job Title: Technical Specialist
Location: Noida
Work Mode: Remote(Internship)
Company Name: HCLTech
About the Role
HCLTech hiring a dynamic leader with strong P&L accountability to expand our infrastructure services and drive transformation initiatives. The ideal candidate will define and implement ITIL processes, automate service delivery, and develop strategies for revenue generation and resource optimization. Key responsibilities include conducting comprehensive audits, managing employee development, and collaborating with our Transformation and Consulting group to add value for customers through innovative solutions and operational efficiencies. The role also involves overseeing SLA management, customer and employee satisfaction, and effective project and transition management. Strong leadership, decision-making, and process improvement skills are essential, along with the ability to thrive in a diverse, multicultural environment. The candidate will also handle on-call escalations, ensure compliance with quality standards, and enhance customer experience through effective ticket resolution and knowledge management.
Responsibilities:
- P&L Accountability: Expand services to cover all aspects of infrastructure, enhancing the breadth of offerings.
- Project and Transformation Focus: Identify and pursue project opportunities and drive transformation initiatives.
- ITIL Processes: Define and implement ITIL processes to streamline operations.
- Service Delivery Automation: Implement automation strategies to improve service delivery efficiency.
- Revenue Generation: Develop strategies for increasing revenue.
- Resource Management: Optimize resource utilization, billing, and management reporting.
- Service and Process Audits: Conduct regular, comprehensive audits of services and processes.
- Employee Development: Focus on retention, motivation, and training. Aim to promote staff from L1 to L2, and L2 to L3 within set timelines.
- Customer Value Addition: Collaborate with the Transformation and Consulting group to:
- Conduct architecture gap assessments
- Implement new technologies
- Explore consolidation/virtualization opportunities
- Minimize business impact of outages
- Achieve cost savings through efficient solutions
- Enhance operational efficiencies
- SLA Management: Oversee overall SLA management.
- Operational and Technical Interactions: Act as the lead/service owner to ensure smooth operations and technology interactions.
- Customer Satisfaction: Maintain high levels of customer satisfaction.
- Employee Satisfaction: Ensure high employee satisfaction through effective team management.
- Project Planning: Develop and monitor project plans and timelines.
- Transition Management: Oversee and control the transition process, escalating major issues as needed.
- Leadership and Coaching: Provide ongoing leadership and coaching to teams.
- Consulting with Client Managers: Act as a consultant during project proposals, offering expertise in training, language requirements, change management plans, location strategy, and language needs.
- Integrated Project Plans: Ensure all transition project plans are consistent and integrated with the overall program.
Skills and Qualifications:
- Customer-Centric: Committed to delivering high-quality service.
- Leadership: Strong leadership skills, capable of managing conflicts and leading change.
- Executive Exposure: Experience in executive-level interactions, with the ability to inspire credibility and maintain strong interpersonal and communication skills.
- Innovative and Visionary: Initiative, creativity, and a visionary approach to problem-solving. Ability to bring structure to unstructured environments and synthesize complex issues.
- Decision Making: Strong and quick decision-making capabilities.
- Process Improvement: Process-driven, with the ability to enhance profitability and processes during transitions.
- Multicultural Environment: Ability to work effectively in diverse, foreign, virtual, and multicultural environments.
Technical Support Responsibilities(HCLTech):
- On-Call Support: Provide support for on-call escalations and conduct root cause analysis of issues.
- Ticket Resolution: Resolve tickets independently within the agreed SLA regarding ticket volume and time.
- Compliance: Adhere to quality standards, regulatory requirements, and company policies.
- Value-Adding Activities: Engage in activities such as updating and managing the knowledge base, training new employees, and coaching analysts.
- Customer Experience: Ensure a positive customer experience and high customer satisfaction through First Call Resolution and minimal rejected resolutions or reopened cases.