Tower Lead (Support & Operations)
India
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Job Description
Tower Lead (Support & Operations)
Chennai, Tamil Nadu

Job Summary

Job Description: EUC Operations Manager

Role Purpose

The EUC Operations Manager is responsible for end-to-end delivery, governance, and continuous improvement of End User Computing (EUC) services, including Workplace Engineering, Unified Messaging & Collaboration, and Unified Communications. The role ensures service excellence, stakeholder satisfaction, cost optimization, automation, and people leadership aligned to contractual and business outcomes.

Key Service Scope

• Workplace Engineering: End-user devices, OS lifecycle, Intune/Endpoint Management, VDI, application packaging, patching, security baselines, zero trust support
• Unified Messaging & Collaboration: Exchange Online, Outlook, M365 core services, SharePoint, OneDrive, Teams collaboration
• Unified Communications: Teams Voice, Direct Routing, Operator Connect, Audio/Video, conferencing, call quality, SBCs, telephony integrations

Key Responsibilities – Service Delivery & Operations

• Own BAU operations across EUC towers ensuring SLA/SLO compliance
• Drive ITIL processes – Incident, Problem, Change, Major Incident, Service Request
• Ensure platform stability, performance, availability, and security
• Lead Major Incident Management and RCA with preventive actions
• Ensure CMDB accuracy and operational readiness
• Manage vendors and OEM partners with performance reviews

Governance & Stakeholder Management

• Act as single point of contact for EUC services for client and internal leadership
• Lead weekly/monthly service reviews, QBRs, and governance forums
• Provide data-driven reporting – SLA, CSAT, MTTR, availability, risk
• Proactively manage risks, dependencies, and escalations

Client & Account Management

• Build trusted advisor relationship with client stakeholders
• Translate business expectations into service outcomes
• Support account growth through service excellence, innovation, and value creation
• Participate in audits, compliance reviews, and contract adherence

People Management & Capability Building

• Lead multi-tier L1/L2/L3 EUC teams
• Resource planning, onboarding, skill assessments, and succession planning
• Drive upskilling, cross-skilling, and certification plans
• Performance management, mentoring, and engagement

Automation, Transformation & Innovation

• Identify automation opportunities across EUC operations (Power Platform, scripts, AI/GenAI)
• Drive shift-left, self-service, and proactive monitoring
• Reduce manual effort and improve end-user experience through automation

Cost Optimization & Efficiency

• Drive license optimization, vendor cost control, and demand management
• Improve resource productivity and operational efficiency
• Support budget planning and forecast accuracy

Compliance, Security & Risk Management

• Ensure alignment with InfoSec, compliance, and regulatory requirements
• Support security incidents, audits, and vulnerability remediation
• Enforce standardization and security baselines

Required Experience & Skills

• 12–15+ years in EUC / Digital Workplace operations
• Strong hands-on and governance experience with AD, Messaging-collab, Devic Mangemnet, Virtualization, and UC
• Proven experience in client-facing service delivery roles
• Strong leadership, communication, and stakeholder management skills
• ITIL, M365, Intune, Citrix or Cloud SAAS certifications preferred

Success Measures

• SLA adherence and service stability
• Client satisfaction and stakeholder trust
• Reduction in incidents and manual effort through automation
• Cost efficiency and productivity improvement
• Team capability maturity and retention

Key Responsibilities

Job Description: EUC Operations Manager

Role Purpose

The EUC Operations Manager is responsible for end-to-end delivery, governance, and continuous improvement of End User Computing (EUC) services, including Workplace Engineering, Unified Messaging & Collaboration, and Unified Communications. The role ensures service excellence, stakeholder satisfaction, cost optimization, automation, and people leadership aligned to contractual and business outcomes.

Key Service Scope

• Workplace Engineering: End-user devices, OS lifecycle, Intune/Endpoint Management, VDI, application packaging, patching, security baselines, zero trust support
• Unified Messaging & Collaboration: Exchange Online, Outlook, M365 core services, SharePoint, OneDrive, Teams collaboration
• Unified Communications: Teams Voice, Direct Routing, Operator Connect, Audio/Video, conferencing, call quality, SBCs, telephony integrations

Key Responsibilities – Service Delivery & Operations

• Own BAU operations across EUC towers ensuring SLA/SLO compliance
• Drive ITIL processes – Incident, Problem, Change, Major Incident, Service Request
• Ensure platform stability, performance, availability, and security
• Lead Major Incident Management and RCA with preventive actions
• Ensure CMDB accuracy and operational readiness
• Manage vendors and OEM partners with performance reviews

Governance & Stakeholder Management

• Act as single point of contact for EUC services for client and internal leadership
• Lead weekly/monthly service reviews, QBRs, and governance forums
• Provide data-driven reporting – SLA, CSAT, MTTR, availability, risk
• Proactively manage risks, dependencies, and escalations

Client & Account Management

• Build trusted advisor relationship with client stakeholders
• Translate business expectations into service outcomes
• Support account growth through service excellence, innovation, and value creation
• Participate in audits, compliance reviews, and contract adherence

People Management & Capability Building

• Lead multi-tier L1/L2/L3 EUC teams
• Resource planning, onboarding, skill assessments, and succession planning
• Drive upskilling, cross-skilling, and certification plans
• Performance management, mentoring, and engagement

Automation, Transformation & Innovation

• Identify automation opportunities across EUC operations (Power Platform, scripts, AI/GenAI)
• Drive shift-left, self-service, and proactive monitoring
• Reduce manual effort and improve end-user experience through automation

Cost Optimization & Efficiency

• Drive license optimization, vendor cost control, and demand management
• Improve resource productivity and operational efficiency
• Support budget planning and forecast accuracy

Compliance, Security & Risk Management

• Ensure alignment with InfoSec, compliance, and regulatory requirements
• Support security incidents, audits, and vulnerability remediation
• Enforce standardization and security baselines

Required Experience & Skills

• 12–15+ years in EUC / Digital Workplace operations
• Strong hands-on and governance experience with AD, Messaging-collab, Devic Mangemnet, Virtualization, and UC
• Proven experience in client-facing service delivery roles
• Strong leadership, communication, and stakeholder management skills
• ITIL, M365, Intune, Citrix or Cloud SAAS certifications preferred

Success Measures

• SLA adherence and service stability
• Client satisfaction and stakeholder trust
• Reduction in incidents and manual effort through automation
• Cost efficiency and productivity improvement
• Team capability maturity and retention

Skill Requirements

Job Description: EUC Operations Manager

Role Purpose

The EUC Operations Manager is responsible for end-to-end delivery, governance, and continuous improvement of End User Computing (EUC) services, including Workplace Engineering, Unified Messaging & Collaboration, and Unified Communications. The role ensures service excellence, stakeholder satisfaction, cost optimization, automation, and people leadership aligned to contractual and business outcomes.

Key Service Scope

• Workplace Engineering: End-user devices, OS lifecycle, Intune/Endpoint Management, VDI, application packaging, patching, security baselines, zero trust support
• Unified Messaging & Collaboration: Exchange Online, Outlook, M365 core services, SharePoint, OneDrive, Teams collaboration
• Unified Communications: Teams Voice, Direct Routing, Operator Connect, Audio/Video, conferencing, call quality, SBCs, telephony integrations

Key Responsibilities – Service Delivery & Operations

• Own BAU operations across EUC towers ensuring SLA/SLO compliance
• Drive ITIL processes – Incident, Problem, Change, Major Incident, Service Request
• Ensure platform stability, performance, availability, and security
• Lead Major Incident Management and RCA with preventive actions
• Ensure CMDB accuracy and operational readiness
• Manage vendors and OEM partners with performance reviews

Governance & Stakeholder Management

• Act as single point of contact for EUC services for client and internal leadership
• Lead weekly/monthly service reviews, QBRs, and governance forums
• Provide data-driven reporting – SLA, CSAT, MTTR, availability, risk
• Proactively manage risks, dependencies, and escalations

Client & Account Management

• Build trusted advisor relationship with client stakeholders
• Translate business expectations into service outcomes
• Support account growth through service excellence, innovation, and value creation
• Participate in audits, compliance reviews, and contract adherence

People Management & Capability Building

• Lead multi-tier L1/L2/L3 EUC teams
• Resource planning, onboarding, skill assessments, and succession planning
• Drive upskilling, cross-skilling, and certification plans
• Performance management, mentoring, and engagement

Automation, Transformation & Innovation

• Identify automation opportunities across EUC operations (Power Platform, scripts, AI/GenAI)
• Drive shift-left, self-service, and proactive monitoring
• Reduce manual effort and improve end-user experience through automation

Cost Optimization & Efficiency

• Drive license optimization, vendor cost control, and demand management
• Improve resource productivity and operational efficiency
• Support budget planning and forecast accuracy

Compliance, Security & Risk Management

• Ensure alignment with InfoSec, compliance, and regulatory requirements
• Support security incidents, audits, and vulnerability remediation
• Enforce standardization and security baselines

Required Experience & Skills

• 12–15+ years in EUC / Digital Workplace operations
• Strong hands-on and governance experience with AD, Messaging-collab, Devic Mangemnet, Virtualization, and UC
• Proven experience in client-facing service delivery roles
• Strong leadership, communication, and stakeholder management skills
• ITIL, M365, Intune, Citrix or Cloud SAAS certifications preferred

Success Measures

• SLA adherence and service stability
• Client satisfaction and stakeholder trust
• Reduction in incidents and manual effort through automation
• Cost efficiency and productivity improvement
• Team capability maturity and retention

Other Requirements

Job Description: EUC Operations Manager

Role Purpose

The EUC Operations Manager is responsible for end-to-end delivery, governance, and continuous improvement of End User Computing (EUC) services, including Workplace Engineering, Unified Messaging & Collaboration, and Unified Communications. The role ensures service excellence, stakeholder satisfaction, cost optimization, automation, and people leadership aligned to contractual and business outcomes.

Key Service Scope

• Workplace Engineering: End-user devices, OS lifecycle, Intune/Endpoint Management, VDI, application packaging, patching, security baselines, zero trust support
• Unified Messaging & Collaboration: Exchange Online, Outlook, M365 core services, SharePoint, OneDrive, Teams collaboration
• Unified Communications: Teams Voice, Direct Routing, Operator Connect, Audio/Video, conferencing, call quality, SBCs, telephony integrations

Key Responsibilities – Service Delivery & Operations

• Own BAU operations across EUC towers ensuring SLA/SLO compliance
• Drive ITIL processes – Incident, Problem, Change, Major Incident, Service Request
• Ensure platform stability, performance, availability, and security
• Lead Major Incident Management and RCA with preventive actions
• Ensure CMDB accuracy and operational readiness
• Manage vendors and OEM partners with performance reviews

Governance & Stakeholder Management

• Act as single point of contact for EUC services for client and internal leadership
• Lead weekly/monthly service reviews, QBRs, and governance forums
• Provide data-driven reporting – SLA, CSAT, MTTR, availability, risk
• Proactively manage risks, dependencies, and escalations

Client & Account Management

• Build trusted advisor relationship with client stakeholders
• Translate business expectations into service outcomes
• Support account growth through service excellence, innovation, and value creation
• Participate in audits, compliance reviews, and contract adherence

People Management & Capability Building

• Lead multi-tier L1/L2/L3 EUC teams
• Resource planning, onboarding, skill assessments, and succession planning
• Drive upskilling, cross-skilling, and certification plans
• Performance management, mentoring, and engagement

Automation, Transformation & Innovation

• Identify automation opportunities across EUC operations (Power Platform, scripts, AI/GenAI)
• Drive shift-left, self-service, and proactive monitoring
• Reduce manual effort and improve end-user experience through automation

Cost Optimization & Efficiency

• Drive license optimization, vendor cost control, and demand management
• Improve resource productivity and operational efficiency
• Support budget planning and forecast accuracy

Compliance, Security & Risk Management

• Ensure alignment with InfoSec, compliance, and regulatory requirements
• Support security incidents, audits, and vulnerability remediation
• Enforce standardization and security baselines

Required Experience & Skills

• 12–15+ years in EUC / Digital Workplace operations
• Strong hands-on and governance experience with AD, Messaging-collab, Devic Mangemnet, Virtualization, and UC
• Proven experience in client-facing service delivery roles
• Strong leadership, communication, and stakeholder management skills
• ITIL, M365, Intune, Citrix or Cloud SAAS certifications preferred

Success Measures

• SLA adherence and service stability
• Client satisfaction and stakeholder trust
• Reduction in incidents and manual effort through automation
• Cost efficiency and productivity improvement
• Team capability maturity and retention
Apply now
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.