What are the responsibilities and job description for the GROUP MANAGER position at HCL Technologies?
About HCLTech
HCLTech is a global technology company, spread across 60 countries, delivering industry-leading capabilities centered around digital, engineering, cloud and AI, powered by a broad portfolio of technology services and products. We work with clients across all major verticals, providing industry solutions for Financial Services, Manufacturing, Life Sciences and Healthcare, Technology and Services, Telecom and Media, Retail and CPG, and Public Services. We re powered by our people a global, diverse, multi-generational talent - representing 161 nationalities whose unique spark, perspective and boundless passion drive our culture of proactive value creation and problem-solving.
Our purpose is to bring together the best of technology and our people to supercharge progress for everyone, everywhere our clients, partners, their stakeholders, communities, and the planet. As a company, we are deeply focused on accelerating our ESG agenda. We are also creating technology-enabled sustainable solutions with and for our clients and partners. We embed ESG imperatives into every aspect of our business and ensure that the progress we supercharge is responsible, inclusive and beneficial to all our stakeholders in the long term. We have committed to achieving net zero by 2040.
To learn more about how we can supercharge progress for you, visit www.hcltech.com
Tower Lead-Voice-Cisco
Job Summary
The Tower Lead for Support & Operations is a critical role responsible for ensuring the effective management and resolution of escalations within the Voice - Cisco domain. This position plays a pivotal role in delivering high-quality services as per the Statement of Work (SOW), driving operational excellence, and fostering customer satisfaction through innovative initiatives. (1.) Key Responsibilities
1. Generate Tower Level Efficiency And Effectiveness Revenue By Implementing Best Practices In Voice - Cisco Operations And Optimizing Resource Allocation.
2. Ensure All Escalations And Crisis Situations Are Resolved In Accordance With Agreed Sla Norms, Leveraging Cisco Tools To Monitor And Manage Incidents Effectively.
3. Oversee Operational Hygiene By Validating Reports Generated From Cisco Systems And Ensuring Compliance With Service Delivery Standards Outlined In The Sow.
4. Promote Positive Customer Satisfaction By Developing And Implementing New Initiatives And Frameworks Aimed At Enhancing Service Quality And Responsiveness In The Voice - Cisco Environment.
5. Implement The Profit Improvement Plan (Pip) By Identifying And Leveraging Automation Opportunities Within Cisco Operations To Drive Efficiency And Cost Reduction.
Skill Requirements
1. Proficiency In Voice Cisco Technologies And Tools, Demonstrating Advanced Knowledge In Managing Voice Services.
2. Strong Understanding Of Operational Management Principles And Sla Compliance In A Support Environment.
3. Excellent Analytical Skills For Validating Reports And Driving Improvements In Service Delivery.
4. Innovative Mindset With The Ability To Develop And Implement Customer Satisfaction Initiatives Effectively.
Certification
1. Cisco Certified Network Professional (Ccnp) Collaboration Or Similar Certification Is Optional But Valuable.
2. Cisco Certified Network Associate (Ccna) Voice Certification Is Recommended.
HCLTech is a global technology company, spread across 60 countries, delivering industry-leading capabilities centered around digital, engineering, cloud and AI, powered by a broad portfolio of technology services and products. We work with clients across all major verticals, providing industry solutions for Financial Services, Manufacturing, Life Sciences and Healthcare, Technology and Services, Telecom and Media, Retail and CPG, and Public Services. We re powered by our people a global, diverse, multi-generational talent - representing 161 nationalities whose unique spark, perspective and boundless passion drive our culture of proactive value creation and problem-solving.
Our purpose is to bring together the best of technology and our people to supercharge progress for everyone, everywhere our clients, partners, their stakeholders, communities, and the planet. As a company, we are deeply focused on accelerating our ESG agenda. We are also creating technology-enabled sustainable solutions with and for our clients and partners. We embed ESG imperatives into every aspect of our business and ensure that the progress we supercharge is responsible, inclusive and beneficial to all our stakeholders in the long term. We have committed to achieving net zero by 2040.
To learn more about how we can supercharge progress for you, visit www.hcltech.com
Tower Lead-Voice-Cisco
Job Summary
The Tower Lead for Support & Operations is a critical role responsible for ensuring the effective management and resolution of escalations within the Voice - Cisco domain. This position plays a pivotal role in delivering high-quality services as per the Statement of Work (SOW), driving operational excellence, and fostering customer satisfaction through innovative initiatives. (1.) Key Responsibilities
1. Generate Tower Level Efficiency And Effectiveness Revenue By Implementing Best Practices In Voice - Cisco Operations And Optimizing Resource Allocation.
2. Ensure All Escalations And Crisis Situations Are Resolved In Accordance With Agreed Sla Norms, Leveraging Cisco Tools To Monitor And Manage Incidents Effectively.
3. Oversee Operational Hygiene By Validating Reports Generated From Cisco Systems And Ensuring Compliance With Service Delivery Standards Outlined In The Sow.
4. Promote Positive Customer Satisfaction By Developing And Implementing New Initiatives And Frameworks Aimed At Enhancing Service Quality And Responsiveness In The Voice - Cisco Environment.
5. Implement The Profit Improvement Plan (Pip) By Identifying And Leveraging Automation Opportunities Within Cisco Operations To Drive Efficiency And Cost Reduction.
Skill Requirements
1. Proficiency In Voice Cisco Technologies And Tools, Demonstrating Advanced Knowledge In Managing Voice Services.
2. Strong Understanding Of Operational Management Principles And Sla Compliance In A Support Environment.
3. Excellent Analytical Skills For Validating Reports And Driving Improvements In Service Delivery.
4. Innovative Mindset With The Ability To Develop And Implement Customer Satisfaction Initiatives Effectively.
Certification
1. Cisco Certified Network Professional (Ccnp) Collaboration Or Similar Certification Is Optional But Valuable.
2. Cisco Certified Network Associate (Ccna) Voice Certification Is Recommended.