CONSULTANT

We are a $13+ billion global technology company, home to more than 224,000 people across 60 countries, delivering industry-leading capabilities centered around digital, engineering, cloud, and AI, powered by a broad portfolio of technology services and products.HCLTech is a globally recognized leader in the Tech and IT industry, but we’ve never forgotten the startup mindset that got us here. We’ve always approached our work with an idea-first attitude because every one of our accomplishments —no matter how big or small —can be traced back to an idea’s single spark.It’s that spark —that inner drive —that sets our people apart from our competitors. It enables us not just to pull off game-changing feat after game-changing feat but to better our world in the process. We want you to find your spark. Because that’s what drives you to be better, be more and ultimately, be more fulfilled.Expected qualification and critical experiences –Education: B.E./ B. Tech / M.B.A , ITIL / PMP certifications desirableRequired German language proficiencyMandatory Skills and Certification:8-10 years’ experience profile accountable for end to end IT Infra delivery in the EUC spaceManagement of Service Desk team of direct and indirect reports; and responsible for driving performance against agreed Service Level Agreements (SLA's)Develop and implement procedures to provide high quality services both internally and externallyGenerate ideas and implement methods to improve call resolutionImprove efficiency and effectiveness of help desk activity by analyzing and proposing recommendationsManage staff levels and scheduling to provide full cover during required business hoursTo optimize customer support, provide staff with regular training and appraisalsStrong Leadership & customer relationship skills and drive to push things within and outside the system.Team Size – 30-40 plusOverall Strong Technology Landscape understanding & experience in managing overall IT Infra.End User ComputingService DeskDesktops & Laptops Support.Blackberry Support.TeleconferenceKnowledge of Data Center TechnologiesITIL process definitions and implementation. Preferably ITIL certified. Understands the process gaps and implement necessary changes to align to ITIL guidelinesAutomation in service delivery – Encourage automation in service delivery to improve response and service.Innovative ideas – Values adds - Encourage innovative ideas that has direct impact on resources, revenues without any disturbance in the existing services.Resource management. Ensure optimal resource utilization and YOY show improvement in resource utilization.Utilization – Manage the optimal utilization of resources and man power to deliver the agreed services to customer.Understanding of P&L managementManagement reporting – Responsible for timely and accurate reports about the performance of the team and the environment that is being serviced. Generate appropriate reports to higher ups within HCL and for the steering committee meetings with the customer.