Sr Program Manager

Experience: 10 to Not Available years

Location: Noida, India

Skills: Network Operations, Customer service, MS OFFICE, O365, ITIL, CCNA, CCNP

Job Summary
Build and manage the offshore teams and direct all related People/ Process and Technology competencies. Formalize internal process to ramp-up expertise of resources Work with SDM on day to day operations. Manage client relationship at multiple levels of customer organization Manage service levels and go beyond contracted SLA and deliver value add Vendor management People Management and engagement (Attrition control). Lead in the technology selection and organizational build-up efforts Collaborate with Account management teams to qualify Business expansion opportunities. Identify and manage infrastructure technical standards that are relevant to our customer Produce and maintain the long term technical architecture strategy and roadmaps, in collaboration with customers and vendors. Secure infrastructure architecture compliance in HCL. Drive research activities, and keep updated on market trends. Infrastructure architecture quality assurance and making sure that EA certification is performed in deliveries Support the customer and co-workers with infrastructure architecture guidelines, frameworks, and also specific analysis and recommendations when needed. Work with IT Security and Compliance team to define the security architecture concept that can support customers. Support overall IT strategy with the relevant infrastructure architecture. Define and monitor the application of architectural and technological guidelines, in order to make sure applications and services are “designed for operations” Overall P&L; responsibility. Expansion of services to fill all gamut’s of infrastructure-increase breadth. Focus on project opportunities and transformation initiatives ITIL process definitions and implementation Automation in service delivery Resource management, Utilization and Billing Management reporting Conduct regular in depth service and process audits. Employee retention, motivation and training Focus on grooming people from L1 to L2,



L2 to L3 within select timelines Value add to customer - YOY by working closely with the Transformation and Consulting group for Architecture gap assessment studies Implementation of new technologies Consolidation / Virtualization opportunities Reduce business impact of outages Cost savings through better solutions Enhance operational efficienciesOverall SLA management – Operation interaction with technologies LeadOverall Service OwnerOverall Customer and Employee Satisfaction

Key Responsibilities
Build and manage the offshore teams and direct all related People/ Process and Technology competencies. Formalize internal process to ramp-up expertise of resources Work with SDM on day to day operations. Manage client relationship at multiple levels of customer organization Manage service levels and go beyond contracted SLA and deliver value add Vendor management People Management and engagement (Attrition control). Lead in the technology selection and organizational build-up efforts Collaborate with Account management teams to qualify Business expansion opportunities. Identify and manage infrastructure technical standards that are relevant to our customer Produce and maintain the long term technical architecture strategy and roadmaps, in collaboration with customers and vendors. Secure infrastructure architecture compliance in HCL. Drive research activities, and keep updated on market trends. Infrastructure architecture quality assurance and making sure that EA certification is performed in deliveries Support the customer and co-workers with infrastructure architecture guidelines, frameworks, and also specific analysis and recommendations when needed. Work with IT Security and Compliance team to define the security architecture concept that can support customers. Support overall IT strategy with the relevant infrastructure architecture.



Define and monitor the application of architectural and technological guidelines, in order to make sure applications and services are “designed for operations” Overall P&L; responsibility. Expansion of services to fill all gamut’s of infrastructure-increase breadth. Focus on project opportunities and transformation initiatives ITIL process definitions and implementation Automation in service delivery Resource management, Utilization and Billing Management reporting Conduct regular in depth service and process audits. Employee retention, motivation and training Focus on grooming people from L1 to L2, L2 to L3 within select timelines Value add to customer - YOY by working closely with the Transformation and Consulting group for Architecture gap assessment studies Implementation of new technologies Consolidation / Virtualization opportunities Reduce business impact of outages Cost savings through better solutions Enhance operational efficienciesOverall SLA management – Operation interaction with technologies LeadOverall Service OwnerOverall Customer and Employee Satisfaction

Skill Requirements
Minimum 10 Years hands on experience as Network Operations & Service Delivery
Strong Customer service skills
Strong written and verbal communication skills
Excellent communication and conversation skills (Verbal and Written)
Valuable documentation skills
Knowledge of MS OFFICE & O365
Customer handling skills
Able to handle unforeseen escalation situations
High level of acceptance
Can drive HCL’s value and its methodology
Certification requirements
ITIL, CCNA Required, CCNP Optional

Other Requirements
Minimum 10 Years hands on experience as Network Operations & Service Delivery
Strong Customer service skills
Strong written and verbal communication skills
Excellent communication and conversation skills (Verbal and Written)
Good documentation skills
Knowledge of MS OFFICE & O365
Customer handling skills
Able to handle unforeseen escalation situations
High level of acceptance
Can drive HCL’s value and its methodology
Certification requirements
ITIL, CCNA Required, CCNP Optional

📌 Sr Program Manager (Noida)
🏢 HCL Technologies
📍 Noida