Job Description for the Position :
Drive the Run Arena: Sys Admin, Storage and Backup etc
Should be having experience running the Datacenter including Facility services, knowledge of Network
Should be Customer Facing
Middle Man between Customer -HCL
1st Point of contact: HCL and Customer
Responsible for Process Management
SLA Owner for specific BU
Responsible for Service Improvement
Set Exceptions and Expectations to the Customer
Drive Outage Management and ensure speedy resolution
Analyze the Impact and do Value Add
Own Problems: Stability of specific business unit. Drive the issues to permanent resolution.
SLM is virtually internal customer to HCL. Ensures all problems are fixed internally.
Point of Connect and Door Step to the Customer
Ensures Zero Escalation, Zero Surprise and Negotiator with the Customer
Redefine team structure if required.
Bridge between Vendors, change owners and other stake holders to ensure timely resolution to every issue.
Act as a resource provider- Right Vendors and Resources on Call
Present the data to Datacenter in charge of specific geography with the trends, improvements and progress
Responsible for driving projects, and incidents. Works closely with Xerox Business for pricing and other financial issues.
Directly interact with Customer BU and drive the resolution.
Coordinates with ITIL Leaders, Compute Team, and Service Delivery Leads for improvements and customer satisfaction.
Align with Service Delivery team for timely response to escalations, issues and concerns raised by BU Stake Holders, business leads and Global Compute team
Owns the communication to Customer for incidents, action plan and works closely with the asset owner for resolution.
Create Confidence in Customer .
SDM Time: 50% : Day to Day Operations, 20%: Customer Engagement, 20%: Reporting, 10%: Dynamic Reporting.
Discuss improvement Areas with Vertical Leads
HCL Technologies - 22 months ago
HCL Technologies is an IT Services company headquartered in Noida, India. They provide a variety of IT and BPO services globally. According...