Job description:

Key deliverables:

Deliverable Related tasks

Operational excellence




Reflect and maintain an in depth understanding of personal IT infrastructure.
Ensure that technical system support services are delivered consistently to all the sites in the region.
Establish and manage relationships with business and user base that enables communication and effective delivery of IT services
Keep track of the HCL billing on their responsible regions (Steady State and Projects).
Ensure the deliver a consistent support service
Ensure all the team members are adhering to the agreed SLA and KPI s.
Flag risk and issues to HCL and Client management as and when required.
Actively participate on the live project, participate in the planning of the upcoming projects in their responsible region or any Global Projects.
Do monthly capacity management report for internal HCL management, in case there is urgent requirements quickly escalate the same with HCL and Client Line Managers.
Manage the onsite staff and make sure the staff is comfortable in delivering services.
Responsible for the Infra Service Towers assigned by the line manager.
Work in coordination with other Service Managers and off shore teams.
Demand/Project Management Interact with Client and understand the demand pipeline.
Hands hold the demand and convert the same into standard requests or project.
Create the first level draft SOW for projects.
Interact with Commercial team and give them inputs and help in making the business case for the project.
Should be able to communicate with the off shore team and mobilize resources at off shore to deliver these projects.


Reporting and planning

Produce reports on team performance against KPI's and identify potential opportunities where services can be improved.
Produce weekly, monthly and quarterly reports on SLA s and do a gap analysis in case of an SLA dip.
Identify areas Service Improvement, and report them back to HCL and Client management.


Third party vendor management

Establish relationships with third party suppliers who deliver maintenance and or support services in relation to the Client environment, ensuring performance standards are maintained, this will also include checking vendor invoices (FSO Partners) and make sure they are correct. This scope is restricted to operational aspect of 3rd party Vendor.






Main Responsibilities:

Management of the regional service support, which may include, mentoring in technology and best practices and assist with career development
Hands on role where expected to provide end to end IT support services to the business community ensuring that all requirements are met within agreed service targets (SLA & KPI)
To ensure delivery of best practice as defined by IT service delivery
To ensure seamless support to provide infrastructure administration functions
Providing on-site cover as a key link between the off shore and on site teams.
Being prepared to work out of hours when required and to provide out of hours on-call support cover as required
Work closely with global counterparts to provide a true global service (FTS Model)
Provide hands and feet support in the Data Centre if required


Business Skills
Strong interpersonal skills and ability to translate IT technical language into everyday terms which users can understand, specifically non-technical senior management
Ability to interact with customers so as to ensure that the service is polite, efficient and responsive
Team worker, able to liaise with both internal and external service functions
A self-starter with ability to work on their own initiative
To work through issues analytically to a successful conclusion

• Brining new ideas and innovation for pro