Administrator - Program & Project Management
India
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Job Description
Administrator - Program & Project Management
Gautam Buddha Nagar, Uttar Pradesh

Job Summary

Job Summary : Process & Operations Analyst — SLA / Reporting / Data

Job Description : Process & Operations Analyst — SLA / Reporting / Data

Key Responsibilities

Job Responsibilities : Produce, validate, and publish Performance Indicator (PI) calculations monthly (CSL, KPI, XLA) (Annex 3 §3.4) Maintain and continuously improve SLM calculation methodology (Attachment 3-C) — to be delivered to Solvay within 3 months of signature Automate SLA indicator production from BMC Helix data (Annex 2 §3.10) Monthly trend analysis and reporting on tickets (distribution, status, processing times) (Annex 2 §3.1.2) Daily raw indicator calculation and publishing (Annex 3 §7.3.3) Service Credits calculation and presentation to Steering Committee (Annex 3 §9) Process documentation: maintain operating procedures, templates, and process flows Data quality assurance for CMDB and SLA data inputs from BMC Helix

Skill Requirements

Skill Requirement : Produce, validate, and publish Performance Indicator (PI) calculations monthly (CSL, KPI, XLA) (Annex 3 §3.4) Maintain and continuously improve SLM calculation methodology (Attachment 3-C) — to be delivered to Solvay within 3 months of signature Automate SLA indicator production from BMC Helix data (Annex 2 §3.10) Monthly trend analysis and reporting on tickets (distribution, status, processing times) (Annex 2 §3.1.2) Daily raw indicator calculation and publishing (Annex 3 §7.3.3) Service Credits calculation and presentation to Steering Committee (Annex 3 §9) Process documentation: maintain operating procedures, templates, and process flows Data quality assurance for CMDB and SLA data inputs from BMC Helix

Other Requirements

Other Requirement : Process & Operations Analyst — SLA / Reporting / Data
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Information at a Glance

Why HCLTech?

At HCLTech, you'll supercharge your potential. You'll find your career. And you'll find your spark. All at a place that knows that helping its customers stay on top starts by putting its people first.

HCLTech is a global technology company, home to more than 223,000 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. 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. Consolidated revenues as of 12 months ending June 2026 totaled $14.8 billion.