Job Description

Purpose of Role

Delivering high quality technical service, promote TNT values in technology and provide effective services to the Business

Key Dimensions of the role

Department/function:- Global Infrastructure Services for US

Main Responsibilities:

• P&L Responsibility-Contracted and new business from existing customers
• Enabling smooth transition of new accounts
• Customer retention through creation of stickiness.
• Expansion of services to fill all gamut’s of infrastructure-increase breadth.
• Increase penetration into these accounts across all existing services-increase Depth.
• Focus on project opportunities and transformation initiatives
• ITIL process definitions and implementation
• Automation in service delivery
• Creation of reusable service and process components
• 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
• Overall Customer Satisfaction
• Overall employee satisfaction
• Escalation handling on SDM responsibilities

Desired Skills and Experience

Core competencies, knowledge and experience:

• Minimum of 12-15 yrs out of which atleast 8+ years of IT Infrastructure Operations/ Datacenter Operations & Management at Director level
• Bachelors degree in Engineering (in Computer Science/ Electrical/ Electronic/ Communication)
• In-depth understanding of technical technologies
• Experience of managing outsourced or offshore supplier support groups
• Strong verbal/written communication skills

Technical / professional qualifications:

• Strong Techno-Commercial/ Business Orientation and Cost Sensitive with ability to balance decisions between Automation/ People & Infrastructure Availability.
• Strong Leadership/ Team Building/ Decision Making attribute
• Demonstrated success in creating a delivery organization using Enterprise Network Systems Management Tools & managing it either for a F-500 company or for a leading IT Service Company
• Expertise in Defining Process and ensure the implementation within the Service Delivery Organization; exposure to ITIL Best Practices is necessary
• Datacenter Migration/Consolidation experience will be an advantage
• Technology appreciation in the areas of:
• OS – Windows, Unix
• Storage – Netapp and Backup tools
• Database - Oracle, SQL
• Management Tools - SCOM, BEM,SERVICE NOW
• Networks – LAN, WAN
• Available on 24 x 7 basis in the event of emergencies and should be contactable after office hours
• Open to Intensive Travel both inbound and out bound

Business Skills

• Strong interpersonal skills and ability to translate IT technical language into everyday terms which users can understand, specifically non-technical senior management
• Ability to interact with customers so as to ensure that the service is flexible, efficient and responsive
• To work through issues analytically to a successful conclusion
• Demonstrable results in a business customer facing role, with a track record of delivering services to defined service levels.
• Experience in the management of multi-discipline teams in distributed locations.
• Experience of working in an Operational environment alongside other technical and operational teams, ensuring that all parties collaborate effectively to deliver services.
• Use of ITIL service management framework to deliver best practice capabilities for TNT.
• Proven ability to deliver improvements that deliver greater value to the customer and business through more efficient delivery and/or lower costs.

Disclaimer

HCL is an equal opportunity employer, committed to providing equal employment opportunities to all applicants and employees regardless of race, religion, sex, color, age, national origin, pregnancy, sexual orientation, physical disability or genetic information, military or veteran status, or any other protected classification, in accordance with federal, state, and/or local law. Should any applicant have concerns about discrimination in the hiring process, they should provide a detailed report of those concerns to secure@hcltech.com for investigation.

Compensation and Benefits

A candidate’s pay within the range will depend on their skills, experience, education, and other factors permitted by law. This role may also be eligible for performance-based bonuses subject to company policies. In addition, this role is eligible for the following benefits subject to company policies: medical, dental, vision, pharmacy, life, accidental death & dismemberment, and disability insurance; employee assistance program; 401(k) retirement plan; 10 days of paid time off per year (some positions are eligible for need-based leave with no designated number of leave days per year); and 10 paid holidays per year

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