SME - Program & Project Management
Lithuania
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Job Description
SME - Program & Project Management
Others, Vilniaus Apskritis

Job Summary

 Technical Operations Manager (Band: E3.1) Role Overview The Technical Operations Manager is responsible for end-to-end delivery, stability, and governance of IT operations within a banking environment. The role ensures smooth execution of infrastructure and application services while adhering to IT Service Continuity Management, Risk & Compliance and regulatory requirements. The role serves as the single point of accountability for operational performance, vendor governance, financial control, and cross-functional coordination across infrastructure, network, security, and tools. ________________________________________ Key Responsibilities 1. Service Delivery & Operations • Ensure stable, secure IT operations aligned with customer SLAs. • Manage incident, problem, change and request processes. • Drive proactive monitoring and service improvement. 2. Risk, Compliance & ITSCM • Govern ITSCM, DR planning and testing. • Ensure adherence to regulatory, audit, and security requirements. 3. Resource Onboarding & Compliance • Manage onboarding/offboarding as per guidelines. • Ensure access provisioning, mandatory training, and audit documentation. 4. Coordination & Stakeholder Management • Act as central contact across infrastructure, network, security, and tools teams. • Manage vendors and ensure service delivery and contract compliance. 5. Financial Governance • Handle billing validation, invoicing and PO tracking. • Ensure accuracy, cost control and RBU Monthly reporting. 6. Governance & Incident Management • Publish SLA/KPI reports and track service performance. • Lead major incident management, communication, and RCA. 7. Continuous Improvement • Drive automation, standardization, and service enhancements. Skills & Experience • IT Operations experience in Banking Services • Strong knowledge of ITIL, ITSCM, and Risk & Compliance • Experience in multi-tower environment (Infra, Network, Security) • Vendor management and financial governance experience • Strong leadership and problem-solving skills The Subject Matter Expert (Support & Ops) plays a vital role in ensuring the timely resolution of escalations and incidents while adhering to quality norms and service level agreements (SLAs). This role is essential for enhancing customer satisfaction through effective analysis and communication, contributing to the continuous improvement of support operations. Technical Operations Manager  Technical Operations Manager (Band: E3.1) Role Overview The Technical Operations Manager is responsible for end-to-end delivery, stability, and governance of IT operations within a banking environment. The role ensures smooth execution of infrastructure and application services while adhering to IT Service Continuity Management, Risk & Compliance and regulatory requirements. The role serves as the single point of accountability for operational performance, vendor governance, financial control, and cross-functional coordination across infrastructure, network, security, and tools. ________________________________________ Key Responsibilities 1. Service Delivery & Operations • Ensure stable, secure IT operations aligned with customer SLAs. • Manage incident, problem, change and request processes. • Drive proactive monitoring and service improvement. 2. Risk, Compliance & ITSCM • Govern ITSCM, DR planning and testing. • Ensure adherence to regulatory, audit, and security requirements. 3. Resource Onboarding & Compliance • Manage onboarding/offboarding as per guidelines. • Ensure access provisioning, mandatory training, and audit documentation. 4. Coordination & Stakehol

Key Responsibilities

 Technical Operations Manager (Band: E3.1) Role Overview The Technical Operations Manager is responsible for end-to-end delivery, stability, and governance of IT operations within a banking environment. The role ensures smooth execution of infrastructure and application services while adhering to IT Service Continuity Management, Risk & Compliance and regulatory requirements. The role serves as the single point of accountability for operational performance, vendor governance, financial control, and cross-functional coordination across infrastructure, network, security, and tools. ________________________________________ Key Responsibilities 1. Service Delivery & Operations • Ensure stable, secure IT operations aligned with customer SLAs. • Manage incident, problem, change and request processes. • Drive proactive monitoring and service improvement. 2. Risk, Compliance & ITSCM • Govern ITSCM, DR planning and testing. • Ensure adherence to regulatory, audit, and security requirements. 3. Resource Onboarding & Compliance • Manage onboarding/offboarding as per guidelines. • Ensure access provisioning, mandatory training, and audit documentation. 4. Coordination & Stakeholder Management • Act as central contact across infrastructure, network, security, and tools teams. • Manage vendors and ensure service delivery and contract compliance. 5. Financial Governance • Handle billing validation, invoicing and PO tracking. • Ensure accuracy, cost control and RBU Monthly reporting. 6. Governance & Incident Management • Publish SLA/KPI reports and track service performance. • Lead major incident management, communication, and RCA. 7. Continuous Improvement • Drive automation, standardization, and service enhancements. Skills & Experience • IT Operations experience in Banking Services • Strong knowledge of ITIL, ITSCM, and Risk & Compliance • Experience in multi-tower environment (Infra, Network, Security) • Vendor management and financial governance experience • Strong leadership and problem-solving skills 1. Ensure Timely Resolution And Quality Compliance Of Escalated Incidents By Analyzing Ticket Data And Implementing Corrective Actions According To Agreed Slas.
2. Mentor Team Members And Administrators While Preparing Standard Operating Procedures (Sops) And Maintaining Comprehensive Documentation To Facilitate Knowledge Sharing And Operational Efficiency.
3. Validate Change Order Implementation Plans And Ensure Human Error Compliance, Actively Participating In Capacity Planning To Align Resources With Operational Demands.
4. Engage In Customer Meetings To Gather Feedback And Understand Challenges, Ensuring A Focus On Enhancing Customer Satisfaction Through Proactive Communication And Support.
5. Conduct Root Cause Analyses And Trend Analyses, Validating Findings And Reports To Provide Actionable Insights For Key Business Stakeholders To Improve Operational Performance.

 

 

Skill Requirements

1. Proficient In Project Management Methodologies And Tools, Particularly In Dmo And Project Execution.
2. Strong Analytical Skills With The Ability To Perform Trend Analysis And Root Cause Investigations.
3. Excellent Communication And Interpersonal Skills To Effectively Liaise With Stakeholders And Present Findings.
4. Familiarity With Sla Management And Incident Resolution Processes.
5. Knowledge Of Capacity Planning And Change Management Principles.

 Technical Operations Manager (Band: E3.1) Role Overview The Technical Operations Manager is responsible for end-to-end delivery, stability, and governance of IT operations within a banking environment. The role ensures smooth execution of infrastructure and application services while adhering to IT Service Continuity Management, Risk & Compliance and regulatory requirements. The role serves as the single point of accountability for operational performance, vendor governance, financial control, and cross-functional coordination across infrastructure, network, security, and tools. ________________________________________ Key Responsibilities 1. Service Delivery & Operations • Ensure stable, secure IT operations aligned with customer SLAs. • Manage incident, problem, change and request processes. • Drive proactive monitoring and service improvement. 2. Risk, Compliance & ITSCM • Govern ITSCM, DR planning and testing. • Ensure adherence to regulatory, audit, and security requirements. 3. Resource Onboarding & Compliance • Manage onboarding/offboarding as per guidelines. • Ensure access provisioning, mandatory training, and audit documentation. 4. Coordination & Stakeholder Management • Act as central contact across infrastructure, network, security, and tools teams. • Manage vendors and ensure service delivery and contract compliance. 5. Financial Governance • Handle billing validation, invoicing and PO tracking. • Ensure accuracy, cost control and RBU Monthly reporting. 6. Governance & Incident Management • Publish SLA/KPI reports and track service performance. • Lead major incident management, communication, and RCA. 7. Continuous Improvement • Drive automation, standardization, and service enhancements. Skills & Experience • IT Operations experience in Banking Services • Strong knowledge of ITIL, ITSCM, and Risk & Compliance • Experience in multi-tower environment (Infra, Network, Security) • Vendor management and financial governance experience • Strong leadership and problem-solving skills

Other Requirements

1. Optional But Valuable Certifications: Project Management Professional (Pmp), Itil Foundation Certification

 Technical Operations Manager (Band: E3.1) Role Overview The Technical Operations Manager is responsible for end-to-end delivery, stability, and governance of IT operations within a banking environment. The role ensures smooth execution of infrastructure and application services while adhering to IT Service Continuity Management, Risk & Compliance and regulatory requirements. The role serves as the single point of accountability for operational performance, vendor governance, financial control, and cross-functional coordination across infrastructure, network, security, and tools. ________________________________________ Key Responsibilities 1. Service Delivery & Operations • Ensure stable, secure IT operations aligned with customer SLAs. • Manage incident, problem, change and request processes. • Drive proactive monitoring and service improvement. 2. Risk, Compliance & ITSCM • Govern ITSCM, DR planning and testing. • Ensure adherence to regulatory, audit, and security requirements. 3. Resource Onboarding & Compliance • Manage onboarding/offboarding as per guidelines. • Ensure access provisioning, mandatory training, and audit documentation. 4. Coordination & Stakeholder Management • Act as central contact across infrastructure, network, security, and tools teams. • Manage vendors and ensure service delivery and contract compliance. 5. Financial Governance • Handle billing validation, invoicing and PO tracking. • Ensure accuracy, cost control and RBU Monthly reporting. 6. Governance & Incident Management • Publish SLA/KPI reports and track service performance. • Lead major incident management, communication, and RCA. 7. Continuous Improvement • Drive automation, standardization, and service enhancements. Skills & Experience • IT Operations experience in Banking Services • Strong knowledge of ITIL, ITSCM, and Risk & Compliance • Experience in multi-tower environment (Infra, Network, Security) • Vendor management and financial governance experience • Strong leadership and problem-solving skills
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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 226,300 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 December 2025 totaled $14.5 billion.
23 Benefits At HCLTech, we believe in empowering our employees with comprehensive benefits that support their professional growth and enhance their well-being. When you sign up for a career with us, you gain access to: https://rmkcdn.successfactors.com/147eb21f/a701dca9-f32d-4fc9-9447-6.svg Industry-benchmarked compensation https://rmkcdn.successfactors.com/147eb21f/b0c54381-ddcc-4a33-9b35-9.svg Best-in-class healthcare benefits https://rmkcdn.successfactors.com/147eb21f/b73027be-7aae-4d36-a090-4.svg Personal time off https://rmkcdn.successfactors.com/147eb21f/d5b4fdfd-2e99-4e26-9878-9.svg Maternity and paternity benefits https://rmkcdn.successfactors.com/147eb21f/3d42b0fc-4652-435a-9ece-c.svg Access to skills / higher education programs/resources https://rmkcdn.successfactors.com/147eb21f/aeddeaf2-9e25-4584-ad11-d.svg Discounts on products and services via Benefit Box https://rmkcdn.successfactors.com/147eb21f/a9609a3b-2700-4b3c-9d90-a.svg Participate in CSR programs and live life with a purpose https://rmkcdn.successfactors.com/147eb21f/c6e33851-710f-4634-bd69-f.svg Opportunities to grow and advance your career Note: The benefits listed above vary depending on the nature of your employment and the country where you work. Some benefits may be available in some countries but not in all.