HCLSoftware
Website:
hcl-software.com
Job details:
Role Summary
The IT Operations & Client Support Manager is a hybrid manager responsible for the reliability of our internal infrastructure, the satisfaction of our high-touch clients, and the delivery of cross-functional technical projects. You will bridge the gap between technical execution and executive-level communication, ensuring that "Critical Situations" are handled with urgency and transparency. The candidate must be open to work in 24x7 rotational shifts.
Key Responsibilities
1. IT Operations Management
- Oversee the health, security, and performance of 24/7 IT infrastructure and cloud services.
- Incident Management: Lead the "Crit-Sit" process for P1 incidents, ensuring timely technical resolution and adherence to the "Plain English" communication standard.
- Establish and maintain operational processes for incident, problem, change, and service request management.
- Manage vendor relationships (SaaS, Hardware, Security) to ensure SLA compliance.
- Track operational metrics, identify risks, and implement continuous improvement initiatives to enhance service quality and efficiency.
2. Client Support Management
- Serve high-value accounts and act as an escalation point for high-priority issues, major incidents, and service disruptions.
- Monitor ticket queues, incident trends, repeat issues, and root causes to improve overall support delivery.
- Conduct weekly/monthly service reviews with key stakeholders to audit support satisfaction.
- Build strong relationships with clients, business users, and stakeholders to understand support needs and improve service experience.
- Conduct regular service reviews and communicate support performance, issues, and improvement plans.
- Proactive Ownership: Transition support from a "reactive/ticket-based" model to a "proactive/consultative" model.
3. Project Management (Growth)
- Plan, execute, and deliver IT projects such as Product or infrastructure upgrades, system implementations, migrations, support transformations, and process improvement initiatives. Lead the planning and execution of technical roadmaps (e.g., infrastructure migrations, security audits, or tool implementations).
- Develop RACI matrices and Swimlane Flowcharts to clarify ownership across technical and non-technical teams.
- Coordinate cross-functional teams, vendors, and business units to ensure successful project execution.
- Track project progress, manage dependencies, resolve blockers, and provide regular status updates to leadership.
- Support user adoption, training, documentation, and post-implementation review activities.
Required Skills & Qualifications
- 8+ years of experience in IT, with at least 3 years in a Crit-sit management or client-facing role.
- Deep understanding of ITIL (Incident, Problem, Change Management) and PMP/Agile methodologies.
The "Ideal Candidate" Profile
We are looking for someone who doesn't just "check the status" but drives the solution. You are the type of manager who:
- can translate deep technical failures into concise, non-jargon Executive Summaries for leadership.
- Proven ability to "steady the ship" when customer satisfaction is low.
- Effective Communication and Collaboration skills and ability to act as a driver during Outages, Crit-Sit situations.
- Identifies a technical bottleneck before the customer does.
- Empowers Cloud Tech Leads (CTLs) to be vocal and proactive.
- Values ownership over "simulating progress."
Click on Apply to know more.