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Regional operations Lead

Posted on Aug 12, 2021 by HCL GB Ltd

Dublin, Ireland
Immediate Start
Annual Salary

Relevant Experience - 10 + years and has held similar roles for at least 4 + years.

Should understand industry standard process and procedures to support offshore operations


Should have experience in handling global customers - communication has to be at its best - both oral and written.

- Experience in Service desk and help desk management

- ITIL process definitions and implementation. Preferably ITIL certified. Understands the process gaps and implement necessary changes to align to ITIL guidelines

- Value add to customer-YOY by working closely with the Transformation and Consulting group for:

- Architecture gap assessment studies

- Implementation of new technologies

- Consolidation opportunities

- Reduce business impact of outages

- Cost savings through better solutions

- Enhance operational efficiencies

- Be a business partner to customer to understand the business process and needs and provide service as needed.

- Work towards a WIN- WIN situation

- Overall Customer Satisfaction - Ensure we score high marks in the CSAT conducted.

- Ensure that HCL meet the quality standards in every aspect of delivery

- Responsible for monitoring and reporting SLAs, working with functional and technical leads to identify areas of continuous improvement and delivering on them

- Escalation point in case of high severity issues

- Single point of contact for customer for day-to-day operations, act as a liaison between HCL's delivery team and Business stake holders for the respective regions

- Aware of Application services is an added advantage

Reference: 1284503727

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