Group Operations Manager
India
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Job Description
Group Operations Manager
Lucknow, Uttar Pradesh

Job Summary

SD- Manager

Drive the Run Arena: Sys Admin, Storage and Backup etc

  • Should be having experience running the Datacenter including Facility services, knowledge of Network
  • Should be Customer Facing
  • Middle Man between Customer -HCL
  • 1st Point of contact: HCL and Customer
  • Responsible for Process Management
  • SLA Owner for specific BU
  • Responsible for Service Improvement Initiatives
  • Managing P&L for the account
  • Set Exceptions and Expectations to the Customer
  • Drive Outage Management and ensure speedy resolution
  • Analyze the Impact and do Value Add
  • Ensuring ZERO Human Error in the account
  • Works with Internal support groups like RMG, WPC, Finance, GTS etc
  • Provide details of Revenue Forecast and resource forecast
  • Nominating members for academies for skill improvement.
  • Own Problems: Stability of specific business unit. Drive the issues to permanent resolution. Drive Problem Management in the account.
  • Point of Connect and Door Step to the Customer
  • Ensures Zero Escalation, Zero Surprise and Negotiator with the Customer
  • Redefine team structure if required.
  • Bridge between Vendors, change owners and other stake holders to ensure timely resolution to every issue.
  • Act as a resource provider- Right Vendors and Resources on Call
  • Present the data to Datacenter in charge of specific geography with the trends, improvements and progress
  • Responsible for driving projects, and incidents. Works closely with Business for pricing and other financial issues.
  • Directly interact with Customer BU and drive the resolution.
  • Coordinates with ITIL Leaders, Compute Team, and Service Delivery Leads for improvements and customer satisfaction.
  • Align with Service Delivery team for timely response to escalations, issues and concerns raised by BU Stake Holders, business leads and Global Compute team
  • Owns the communication to Customer for incidents, action plan and works closely with the asset owner for resolution.
  • Create Confidence in Customer.
  • SDM Time: 50%: Day to Day Operations, 20%: Customer Engagement, 20%: Reporting, 10%: Dynamic Reporting

Discuss improvement Areas with Vertical Leads

Key Responsibilities

SD- Manager

Skill Requirements

SD- Manager

Other Requirements

SD- Manager
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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.