We are HCLTech, one of the fastest-growing large tech companies in the world and home to 225,000+ people across 60 countries, supercharging progress through industry-leading capabilities centered around Digital, Engineering and Cloud. The driving force behind that work, our people, are diverse, creative, and passionate, raising the bar for excellence on a regular basis. We, in turn, work hard to bring out the best in them as we strive to help them find their spark and become the best version of themselves that they can be. If all this sounds like an environment you’ll thrive in, then you’re in the right place. Join us on our journey in advancing the technological world through innovation and creativity.
Your Job:
Lead end-to-end onsite support operations and be the key driver of service excellence and customer satisfaction. Own SLA, CSAT, ticket quality, and operational performance across the cluster. Manage resources, partners, assets, and service delivery with accountability. Work closely with customers to resolve issues, drive improvements, and deliver value. If you’re ITIL-certified, data-driven, and ready to lead, we want to hear from you.
Responsibilities
• Lead and optimize onsite support operations across the cluster
• Be the key point of contact for customers, partners, and internal stakeholders
• Drive SLA, OLA, CSAT, and operational performance with a results-first mindset
• Ensure timely ticket resolution, quality documentation, and service compliance
• Manage resources, onboarding, access, productivity, and training
• Own asset lifecycle, AMDb accuracy, audits, and refresh activities
• Handle customer reviews, escalations, and non-standard service requests
Qualifications
• Degree in Information Technology or related field
• ITIL v3 Foundation certification
• Experience in operations, service delivery, or team management
• Strong analytical skills with advanced Excel proficiency
• Confident communicator with strong stakeholder management skills
• Self-driven, accountable, and eager to grow in a dynamic environment
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We promote equal opportunities for all employees, regardless of their cultural and social background, gender, disability, age, religion, beliefs, and sexual identity. We give priority consideration to severely disabled applicants and those of equal status in the case of equal suitability.