HCLTech is a global technology company, spread across 60 countries, delivering industry-leading capabilities centered around digital, engineering, cloud and AI, powered by a broad portfolio of technology services and products. We work with clients across all major verticals, providing industry solutions for Financial Services, Manufacturing, Life Sciences and Healthcare, Technology and Services, Telecom and Media, Retail and CPG, and Public Services. We re powered by our people a global, diverse, multi-generational talent – representing 161 nationalities whose unique spark, perspective and boundless passion drive our culture of proactive value creation and problem-solving.
Our purpose is to bring together the best of technology and our people to supercharge progress for everyone, everywhere our clients, partners, their stakeholders, communities, and the planet. As a company, we are deeply focused on accelerating our ESG agenda. We are also creating technology-enabled sustainable solutions with and for our clients and partners. We embed ESG imperatives into every aspect of our business and ensure that the progress we supercharge is responsible, inclusive and beneficial to all our stakeholders in the long term. We have committed to achieving net zero by 2040.
To learn more about how we can supercharge progress for you, visit www.hcltech.com
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- Coaching vendor, driving knowledge improvement and correct call assignment between incident resolver groups
- Supporting vendor team in communication with other technology resolver groups who support associated infrastructure related to the platforms (Hosting Support, Citrix Support, Firewall Support, Network Operations, DNS Admin, Global Wintel, Windows Platform Engineering)
- Work with 1st Level Tier 1 and 2 support teams to improve resolution rates of incident related issues before reaching 2nd Level team
- Manage the vendor team’s engagement into engineering teams for incidents that cannot be resolved.
- To interact with global incident management team when required and be point of call for severity Crit/1/2 related issues affecting these platforms.
- Drive the vendors problem management function (reducing incidents for known issues, reoccurring problems)
- Drive the outsourced vendors monitoring of our platforms:
– Local owner of monitoring control room staff
– Ensure vendor proactively address all related issues identified during monitoring activities
- Act as production owner for the Desktop OS. Responsibilities include driving the platform service improvement plan and knowledge creation, defining standardised release plans, approving changes progressing through the engineering and production release gates process, and user communications
- Maintain production inventory for Desktop OS
- Define any DR plans, and production user communications
- Carrying out approvals in change management system for enhancements to the platform
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