Job Title: Market Manager
· Minimum 5 Years of Experience in IT Operations and Leadership Role
· Total of 10+ IT experience
· Good understanding of support processes and ability to manage and develop a team
· Experience in managing a team of Field Support engineers, IT Support engineers
· Experience on Vendor service management
- Excellent communication and co-operation skills
- Proactive and independent ways of working
- Fluent oral and written English
- ITIL knowledge, certificate is considered an advantage
- Good interpersonal skills and customer-oriented mindset
- Should be able to understand the IT Infrastructure, IT Change Management, Understanding of Network and Servers
- Should be able to work on Microsoft Office tools
Roles & Responsibilities:
· Provide IT operational expertise leveraging 1) global industry standards (e.g.: ITIL) and 2) ensuring Customer’s standards are followed
· Monitors service delivery performance and compliance with high focus on Employee Experience
· Has a deep understanding of:
o The Site: Infrastructure, IT Challenges, Network Layout, Critical Business Processes
o The Services: Who deliver What, Key Contacts
o The Employees: Type, Needs and Challenges
· Able to execute changes/IMACs alongwith the larger IT team
Applies a blend of subject matter, Customer environment and leadership expertise to solve simple and complex business IT operations issues
· Travel to sites in the cluster
· Work with the field services tech, field services site lead and off shore/onshore various technology teams to achieve end user wow experience
Potential Candidate should have
· Culture of “E2E Accountability” and E2E mindset through:
o Putting End users and Sites first
o “Boundary-free services” and strong collaboration with other suppliers
· One motto
o Only Site and Employee Experience matters
· Act First mentality
· Proactive vs. reactive
· Walk the Floor
· Certification in Networking (CCNA) and Microsoft (MCSE) is preferred
· Graduation in IT or relevant experience
· Thorough knowledge of Ticketing tool (SNOW) is a must
· Must have exposure to working in a fast pace environment
· Must have exposure to various technologies like Data Centers, Networking, applications
· Must be a quick thinker
A candidate’s pay within the range will depend on their skills, experience, education, and other factors permitted by law. This role may also be eligible for performance-based bonuses subject to HCL policies. In addition, this role is eligible for the following benefits subject to HCL policies: medical, dental, vision, pharmacy, life, accidental death & dismemberment, and disability insurance; employee assistance program; 401(k) retirement plan; 10 days of paid time off (PTO) per year (some positions are eligible for unlimited PTO); and 10 paid holidays per year.
Disclaimer
HCL is an equal opportunity employer, committed to providing equal employment opportunities to all applicants and employees regardless of race, religion, sex, color, age, national origin, pregnancy, sexual orientation, physical disability or genetic information, military or veteran status, or any other protected classification, in accordance with federal, state, and/or local law. Should any applicant have concerns about discrimination in the hiring process, they should provide a detailed report of those concerns to [email protected] for investigation.
Pay: $65,000.00 - $116,000.00 per year
Benefits:
- 401(k)
- Health insurance
- Paid time off
Work Location: On the road
