Role Description:
Become part of an organization that is passionate about customer service through focus on people, relevant processes, and technology. HCLTech is seeking an IT Operations Manager for Infrastructure & Network Technology initiatives. This role will take on the responsibility for a specific project, or several projects. It requires a strong business acumen as well as excellent communication and facilitation skills.
Job Responsibilities:
- Lead and manage a team of IT professionals, including hiring, training, mentoring, and performance evaluation.
- Oversee the daily operations of the team, ensuring availability and performance.
- Responsible for overall customer satisfaction, network stability, team performance, continued service improvement and ongoing employee development.
- Client governance which included weekly, monthly, and annual review meeting with end client to improve overall client experience and showcase the NOC performance based on various agreed SLA’s/Performance parameters.
- Manage the overall reporting to management, stakeholders, and executive staff regarding the portfolio’s overall health status.
- Manage IT service delivery and support, ensuring timely resolution of issues and excellent customer service.
- Manage customer escalations, assume ownership for the end-to-end customer experience and proactively remediate service level concerns.
- Ensuring strict adherence to SLA requirements while promptly servicing customer in line with predefined guidelines for respective accounts.
- Implement strategies for effecting change, control change and help people adapt to change.
- Flexible to support multiple regions as needed.
Job Requirements:
- Bachelor's Degree in Computer Science.
- 10+ years' experience as a technology focused Project Manager in a broad range of infrastructure related projects.
- Proficient in Japanese Language.
- Minimum JLPT1 to liase with our Japanese speaking customers.
- Proven experience in leading and managing IT teams, including hiring, training, performance management, and fostering a collaborative team environment.
- Demonstrated ability to lead cross-functional teams and manage large-scale projects.
- Strong background in IT service delivery and support, with a focus on maintaining high availability and performance of IT systems.
- Must have a good understanding of IT infrastructure - Network technologies (LAN/WAN/WiFi), Video, Collaboration, SaaS and WebEx.
- Strong analytical and problem-solving skills, with the ability to troubleshoot complex IT issues.
- Relevant industry certifications are highly desirable (e.g., CCNA, CCNP, CISSP, ITIL, PMP).
- Excellent communication and interpersonal skills, with the ability to interact effectively with both technical and non-technical stakeholders.
- Strong organizational and time management skills, with the ability to handle multiple priorities and meet deadlines.
- Possess presentation and communication skills.
- Displays effective interpersonal skills.
