Track Lead - Desk Side Services, AMT Asset Management Software
India
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Job Description
Track Lead - Desk Side Services, AMT Asset Management Software
Gautam Buddha Nagar, Uttar Pradesh

Job Summary

Attrition Demand opened at Noida against Maliv Elcano-51911807

Key Responsibilities

1. Position Summary The Business Operations Command Center (BOCC) Manager leads the centralized operational command center responsible for real-time visibility, governance, proactive monitoring, analytics-driven decision-making, automation-led efficiency, and cross-functional coordination across Service Desk and IT Operations. This role acts as the operational nerve center, ensuring timely detection of risks, rapid mitigation of incidents, effective workforce coordination, leadership visibility, and measurable value-adds through AI-enabled report automation and task-level automation opportunities. Role Objective To shift operations from reactive reporting to proactive, predictive, automated, and coordinated decision-making through a single source of operational truth. 2. Key Responsibilities Responsibility Area Job Description Operational Command Center Leadership Lead the BOC function and establish command center governance, operating rhythm, escalation discipline, and service health visibility across all support channels. Real-Time Operational Monitoring Oversee live monitoring of call volumes, queue health, ticket inflow, backlog, SLA/KPI performance, workforce adherence, major incidents, outages, and platform performance. Daily Governance & Shift Control Conduct daily operations reviews, shift handovers, governance calls, risk reviews, command center checkpoints, and action item tracking. Major Incident & Outage Coordination Coordinate operational response during critical incidents, outages, platform degradation, and high business-impact events. Support war-room governance, communications, recovery tracking, and post-incident follow-ups. Workforce & Capacity Coordination Partner with WFM and Operations teams to monitor adherence, capacity gaps, staffing risks, schedule effectiveness, shrinkage, occupancy, and forecast vs actual demand. Analytics, Insights & Reporting Drive Top Call Driver analysis, ticket trend analysis, escalation trend analysis, change impact analysis, recurring issue identification, and executive performance reporting. AI-enabled Report Automation Identify and implement automation opportunities for recurring reports, dashboards, shift summaries, governance packs, action trackers, and leadership scorecards. Task-Level Automation & Value Adds Understand repetitive operational tasks at analyst, shift lead, and governance level; assess automation feasibility; and convert practical opportunities into measurable value-add initiatives. Cross-Functional Coordination Enable structured collaboration between Operations, WFM, Service Management, Engineering, Infrastructure, Problem Management, Change Management, and client stakeholders. Continuous Service Improvement Identify opportunities for process improvement, automation, dashboard modernization, predictive analytics, root cause elimination, and operational maturity improvement. People Leadership Manage, coach, and develop 15-20 team members including shift leads, real-time analysts, WFM liaisons, analytics specialists, and incident/communications coordinators. 3. Required Skill Requirements Skill Category Required Skills Proficiency Expectation Leadership & People Management Team leadership, coaching, performance management, shift leadership, succession planning, stakeholder influence, conflict resolution Advanced Operational Governance Daily governance, shift control, command center cadence, SLA governance, escalation discipline, action tracking, risk management Advanced Service Desk / Contact Center Operations Queue management, call volume monitoring, ticket backlog management, channel mix understanding, service level management Advanced Workforce Management Real-time adherence, capacity planning, occupancy, utilization, schedule compliance, staffing gap assessment, forecast vs actual review Intermediate to Advanced I

Skill Requirements

1. Position Summary The Business Operations Command Center (BOCC) Manager leads the centralized operational command center responsible for real-time visibility, governance, proactive monitoring, analytics-driven decision-making, automation-led efficiency, and cross-functional coordination across Service Desk and IT Operations. This role acts as the operational nerve center, ensuring timely detection of risks, rapid mitigation of incidents, effective workforce coordination, leadership visibility, and measurable value-adds through AI-enabled report automation and task-level automation opportunities. Role Objective To shift operations from reactive reporting to proactive, predictive, automated, and coordinated decision-making through a single source of operational truth. 2. Key Responsibilities Responsibility Area Job Description Operational Command Center Leadership Lead the BOC function and establish command center governance, operating rhythm, escalation discipline, and service health visibility across all support channels. Real-Time Operational Monitoring Oversee live monitoring of call volumes, queue health, ticket inflow, backlog, SLA/KPI performance, workforce adherence, major incidents, outages, and platform performance. Daily Governance & Shift Control Conduct daily operations reviews, shift handovers, governance calls, risk reviews, command center checkpoints, and action item tracking. Major Incident & Outage Coordination Coordinate operational response during critical incidents, outages, platform degradation, and high business-impact events. Support war-room governance, communications, recovery tracking, and post-incident follow-ups. Workforce & Capacity Coordination Partner with WFM and Operations teams to monitor adherence, capacity gaps, staffing risks, schedule effectiveness, shrinkage, occupancy, and forecast vs actual demand. Analytics, Insights & Reporting Drive Top Call Driver analysis, ticket trend analysis, escalation trend analysis, change impact analysis, recurring issue identification, and executive performance reporting. AI-enabled Report Automation Identify and implement automation opportunities for recurring reports, dashboards, shift summaries, governance packs, action trackers, and leadership scorecards. Task-Level Automation & Value Adds Understand repetitive operational tasks at analyst, shift lead, and governance level; assess automation feasibility; and convert practical opportunities into measurable value-add initiatives. Cross-Functional Coordination Enable structured collaboration between Operations, WFM, Service Management, Engineering, Infrastructure, Problem Management, Change Management, and client stakeholders. Continuous Service Improvement Identify opportunities for process improvement, automation, dashboard modernization, predictive analytics, root cause elimination, and operational maturity improvement. People Leadership Manage, coach, and develop 15-20 team members including shift leads, real-time analysts, WFM liaisons, analytics specialists, and incident/communications coordinators. 3. Required Skill Requirements Skill Category Required Skills Proficiency Expectation Leadership & People Management Team leadership, coaching, performance management, shift leadership, succession planning, stakeholder influence, conflict resolution Advanced Operational Governance Daily governance, shift control, command center cadence, SLA governance, escalation discipline, action tracking, risk management Advanced Service Desk / Contact Center Operations Queue management, call volume monitoring, ticket backlog management, channel mix understanding, service level management Advanced Workforce Management Real-time adherence, capacity planning, occupancy, utilization, schedule compliance, staffing gap assessment, forecast vs actual review Intermediate to Advanced I

Other Requirements

1. Position Summary The Business Operations Command Center (BOCC) Manager leads the centralized operational command center responsible for real-time visibility, governance, proactive monitoring, analytics-driven decision-making, automation-led efficiency, and cross-functional coordination across Service Desk and IT Operations. This role acts as the operational nerve center, ensuring timely detection of risks, rapid mitigation of incidents, effective workforce coordination, leadership visibility, and measurable value-adds through AI-enabled report automation and task-level automation opportunities. Role Objective To shift operations from reactive reporting to proactive, predictive, automated, and coordinated decision-making through a single source of operational truth. 2. Key Responsibilities Responsibility Area Job Description Operational Command Center Leadership Lead the BOC function and establish command center governance, operating rhythm, escalation discipline, and service health visibility across all support channels. Real-Time Operational Monitoring Oversee live monitoring of call volumes, queue health, ticket inflow, backlog, SLA/KPI performance, workforce adherence, major incidents, outages, and platform performance. Daily Governance & Shift Control Conduct daily operations reviews, shift handovers, governance calls, risk reviews, command center checkpoints, and action item tracking. Major Incident & Outage Coordination Coordinate operational response during critical incidents, outages, platform degradation, and high business-impact events. Support war-room governance, communications, recovery tracking, and post-incident follow-ups. Workforce & Capacity Coordination Partner with WFM and Operations teams to monitor adherence, capacity gaps, staffing risks, schedule effectiveness, shrinkage, occupancy, and forecast vs actual demand. Analytics, Insights & Reporting Drive Top Call Driver analysis, ticket trend analysis, escalation trend analysis, change impact analysis, recurring issue identification, and executive performance reporting. AI-enabled Report Automation Identify and implement automation opportunities for recurring reports, dashboards, shift summaries, governance packs, action trackers, and leadership scorecards. Task-Level Automation & Value Adds Understand repetitive operational tasks at analyst, shift lead, and governance level; assess automation feasibility; and convert practical opportunities into measurable value-add initiatives. Cross-Functional Coordination Enable structured collaboration between Operations, WFM, Service Management, Engineering, Infrastructure, Problem Management, Change Management, and client stakeholders. Continuous Service Improvement Identify opportunities for process improvement, automation, dashboard modernization, predictive analytics, root cause elimination, and operational maturity improvement. People Leadership Manage, coach, and develop 15-20 team members including shift leads, real-time analysts, WFM liaisons, analytics specialists, and incident/communications coordinators. 3. Required Skill Requirements Skill Category Required Skills Proficiency Expectation Leadership & People Management Team leadership, coac
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Information at a Glance

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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.