Track Manager (Support & Operations)

Experience: Not Available to Not Available years

Location: Others, India

Skills: IBM Aspera, ServiceNow, Single Sign On (SAML), PKI & public certificates, Firewall policies, VIP/Load Balancing setup, Bot protection protocols, automated user provisioning, Windows transfer agent, MacOS, Linux

Job Summary
Operations Management for complex /large projects with focus on continuous improvement, problem-solving, meeting client SLAs, and empowering teams through effective people management.

Key Responsibilities
1. Improve the operational systems, processes and policies in support of organizations mission - specifically, support better management reporting, information flow and management, business process and organizational planning
2. Understand client requirements and accountable in ensuring support team is meeting client expectations
3. To lead and mentor the project team and ensure transparent communication of project goals.
4. Bringing new ideas and innovation for process development and overall organizational progress.
5. To provide solutions commensurate with the customers’ needs within the ambit of the given workplace so as to lead to business results.

Skill Requirements
Experience with supporting 3rd party application
Application suite at KLA is IBM Aspera (Shares, Faspex, HSTS, Console).
Experience with any other corporate integrated file transfer tools is also a plus, especially if functionally is like Aspera.




Follow up ticket queue in ServiceNow and coordinate a solution
Application upgrades and configuration changes (DEV/PROD)
Assist other IT Infra teams based on support documentation (SOP)
Log and follow up of support tickets with vendor IBM
Continuously review and update existing server and application documentation
Build usage reports & conclusions to present to IT Management
- Understanding of security and access controls: coordinate with Security and other Infra teams on
Single Sign On (SAML)
PKI & public certificates
Firewall policies
VIP/Load Balancing setup for internal and external facing URLs
Bot protection protocols
- Application improvement projects and initiatives
Strategic projects on functionality and application changes
Implementation and coordination with other teams (e.g., automation of provisioning to end users)
• high focus on automated user provisioning (SNOW) and SOP/ documentation
Interacting with user groups representatives to give feedback on the service and get suggestions for improvements.
- 3rd line end user support on the end user application (transfer client), can be both KLA and non-KLA
client knowledge on Windows transfer agent and local security policies (MacOS and Linux knowledge is a plus)
document work logs in ServiceNow
update SOPs for Helpdesk and local IT as required
keep end user documentation up to date
Other Requirements
null

📌 Track Manager (Support & Operations) (Mumbai)
🏢 HCL Technologies
📍 Mumbai