Track Lead - Program & Project Management
India
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Job Description
Track Lead - Program & Project Management
Hyderabad, Telangana

Job Summary

 Division/Department DWP HDU \\\\r\\\\nLocation List PRF # \\\\r\\\\nJob Title Operations MANAGER \\\\r\\\\nReports to No of position \\\\r\\\\n \\\\r\\\\n : \\\\r\\\\nStream : SERVICE DESK Type of position: Sdervice Desk Manager\\\\r\\\\n \\\\r\\\\n Title Manager\\\\r\\\\n \\\\r\\\\n Level of SD Admin \\\\r\\\\n \\\\r\\\\nGeneral Description \\\\r\\\\n \\\\r\\\\nResponsibilities :- \\\\r\\\\n \\\\r\\\\n• To manage the help desk staff to ensure consistent and high quality service to the customer\\\\\\\'s End users inline with all SLA’s and KPI’s.\\\\r\\\\n• To maintain an effective and efficient help desk tightly linked with customer business objectives. \\\\r\\\\n• Ensure continuous improvement of services provided to customer end users. \\\\r\\\\n• Provide Problem Management System support activities \\\\r\\\\n• Act as technical liaison between help desk, customer business groups, and IM support groups \\\\r\\\\n• Maintain technical skill continuity and consistency of help desk staff \\\\r\\\\n• Develop improvement programmes based on the results of customer survey and other measures to meet agreed levels.\\\\r\\\\n• Ensure operational excellence of the help desk. Implement Global problem Management and Escalation process. \\\\r\\\\n• Implement & maintain staffing and scheduling for helpdesk. Ensure that necessary staffing is there to provide adequate coverage and maintain SLA.\\\\r\\\\n• Work with Application and Infrastructure Development teams to ensure a smooth transition of new h/w and s/w into support by the help desk\\\\r\\\\n• Includes preparation of help desk staff to support new technology \\\\r\\\\n• Maintain skills inventory of help desk analysts and Work Request Co-ordinators: \\\\r\\\\n• Evaluate technical skills \\\\r\\\\n• Develop and maintain Training Plan \\\\r\\\\n• Work closely with Team Leads & SDM/GOM to perform RCA and value add analysis and lead problem resolution effort.\\\\r\\\\n• Implement complaint handling (management escalation) process for the help desk. \\\\r\\\\n• Liaison with the training team on issues of staff preparedness, “How Tos”, “FAQ\\\\\\\'s”, training, etc. for both helpdesk and for the end user community\\\\r\\\\n• Should keep knowledge updated by going through documentation periodically,updating documentation whenever new/change in process.\\\\r\\\\n• Documentation of help desk processes and manage help desk related projects \\\\r\\\\n• Liaison between help desk and other groups on technical support issues: \\\\r\\\\n• Proactively work with other groups on normal process support issues \\\\r\\\\n• Reactively work with other groups,gather technical information at outages,reduced services,emergencies or other exceptions from normal process\\\\r\\\\n \\\\r\\\\nTechnical Requirements \\\\r\\\\n \\\\r\\\\n• Strong Service Orientation \\\\r\\\\n• Strong inter-personal skills \\\\r\\\\n• Ability to operate effectively in multi-national and multi-cultural business \\\\r\\\\n• Disciplined and systematic problem solving skills required \\\\r\\\\n• Good analytical and root cause analysis skills \\\\r\\\\n• Hands-on work experience with the following: \\\\r\\\\n• Windows Operating systems \\\\r\\\\n• Experience and knowledge of supporting google suite like Gdrive, Gmeet, Gmail etc. \\\\r\\\\n• Servers: Windows 2000, Windows 2003, 12 \\\\r\\\\n• Remote desktop connectivity applications, \\\\r\\\\n• Prior experience in Hospital support and clinical apps like Cerner, All Scripts, HER \\\\r\\\\n• Internet browsers (e.g. Explorer, Netscape, Firefox), \\\\r\\\\n• VPN and remote dial-in users \\\\r\\\\n• Support for laptop, desktops, and printers \\\\r\\\\n•Handheld and mobile device support. Prior experience and knowledge in Airwatch and Intune \\\\r\\\\n• Others: Adobe Acrobat and other common desktop applications \\\\r\\\\n \\\\r\\\\nSoft Skills \\\\r\\\\n \\\\r\\\\n- Excellent communication and conversation skills (Verbal and Written)\\\\r\\\\n- CEFR Framework C1 english language skills or high

Key Responsibilities

 Division/Department DWP HDU \\\\r\\\\nLocation List PRF # \\\\r\\\\nJob Title Operations MANAGER \\\\r\\\\nReports to No of position \\\\r\\\\n \\\\r\\\\n : \\\\r\\\\nStream : SERVICE DESK Type of position: Sdervice Desk Manager\\\\r\\\\n \\\\r\\\\n Title Manager\\\\r\\\\n \\\\r\\\\n Level of SD Admin \\\\r\\\\n \\\\r\\\\nGeneral Description \\\\r\\\\n \\\\r\\\\nResponsibilities :- \\\\r\\\\n \\\\r\\\\n• To manage the help desk staff to ensure consistent and high quality service to the customer\\\\\\\'s End users inline with all SLA’s and KPI’s.\\\\r\\\\n• To maintain an effective and efficient help desk tightly linked with customer business objectives. \\\\r\\\\n• Ensure continuous improvement of services provided to customer end users. \\\\r\\\\n• Provide Problem Management System support activities \\\\r\\\\n• Act as technical liaison between help desk, customer business groups, and IM support groups \\\\r\\\\n• Maintain technical skill continuity and consistency of help desk staff \\\\r\\\\n• Develop improvement programmes based on the results of customer survey and other measures to meet agreed levels.\\\\r\\\\n• Ensure operational excellence of the help desk. Implement Global problem Management and Escalation process. \\\\r\\\\n• Implement & maintain staffing and scheduling for helpdesk. Ensure that necessary staffing is there to provide adequate coverage and maintain SLA.\\\\r\\\\n• Work with Application and Infrastructure Development teams to ensure a smooth transition of new h/w and s/w into support by the help desk\\\\r\\\\n• Includes preparation of help desk staff to support new technology \\\\r\\\\n• Maintain skills inventory of help desk analysts and Work Request Co-ordinators: \\\\r\\\\n• Evaluate technical skills \\\\r\\\\n• Develop and maintain Training Plan \\\\r\\\\n• Work closely with Team Leads & SDM/GOM to perform RCA and value add analysis and lead problem resolution effort.\\\\r\\\\n• Implement complaint handling (management escalation) process for the help desk. \\\\r\\\\n• Liaison with the training team on issues of staff preparedness, “How Tos”, “FAQ\\\\\\\'s”, training, etc. for both helpdesk and for the end user community\\\\r\\\\n• Should keep knowledge updated by going through documentation periodically,updating documentation whenever new/change in process.\\\\r\\\\n• Documentation of help desk processes and manage help desk related projects \\\\r\\\\n• Liaison between help desk and other groups on technical support issues: \\\\r\\\\n• Proactively work with other groups on normal process support issues \\\\r\\\\n• Reactively work with other groups,gather technical information at outages,reduced services,emergencies or other exceptions from normal process\\\\r\\\\n \\\\r\\\\nTechnical Requirements \\\\r\\\\n \\\\r\\\\n• Strong Service Orientation \\\\r\\\\n• Strong inter-personal skills \\\\r\\\\n• Ability to operate effectively in multi-national and multi-cultural business \\\\r\\\\n• Disciplined and systematic problem solving skills required \\\\r\\\\n• Good analytical and root cause analysis skills \\\\r\\\\n• Hands-on work experience with the following: \\\\r\\\\n• Windows Operating systems \\\\r\\\\n• Experience and knowledge of supporting google suite like Gdrive, Gmeet, Gmail etc. \\\\r\\\\n• Servers: Windows 2000, Windows 2003, 12 \\\\r\\\\n• Remote desktop connectivity applications, \\\\r\\\\n• Prior experience in Hospital support and clinical apps like Cerner, All Scripts, HER \\\\r\\\\n• Internet browsers (e.g. Explorer, Netscape, Firefox), \\\\r\\\\n• VPN and remote dial-in users \\\\r\\\\n• Support for laptop, desktops, and printers \\\\r\\\\n•Handheld and mobile device support. Prior experience and knowledge in Airwatch and Intune \\\\r\\\\n• Others: Adobe Acrobat and other common desktop applications \\\\r\\\\n \\\\r\\\\nSoft Skills \\\\r\\\\n \\\\r\\\\n- Excellent communication and conversation skills (Verbal and Written)\\\\r\\\\n- CEFR Framework C1 english language skills or high

Skill Requirements

 Division/Department DWP HDU \\\\r\\\\nLocation List PRF # \\\\r\\\\nJob Title Operations MANAGER \\\\r\\\\nReports to No of position \\\\r\\\\n \\\\r\\\\n : \\\\r\\\\nStream : SERVICE DESK Type of position: Sdervice Desk Manager\\\\r\\\\n \\\\r\\\\n Title Manager\\\\r\\\\n \\\\r\\\\n Level of SD Admin \\\\r\\\\n \\\\r\\\\nGeneral Description \\\\r\\\\n \\\\r\\\\nResponsibilities :- \\\\r\\\\n \\\\r\\\\n• To manage the help desk staff to ensure consistent and high quality service to the customer\\\\\\\'s End users inline with all SLA’s and KPI’s.\\\\r\\\\n• To maintain an effective and efficient help desk tightly linked with customer business objectives. \\\\r\\\\n• Ensure continuous improvement of services provided to customer end users. \\\\r\\\\n• Provide Problem Management System support activities \\\\r\\\\n• Act as technical liaison between help desk, customer business groups, and IM support groups \\\\r\\\\n• Maintain technical skill continuity and consistency of help desk staff \\\\r\\\\n• Develop improvement programmes based on the results of customer survey and other measures to meet agreed levels.\\\\r\\\\n• Ensure operational excellence of the help desk. Implement Global problem Management and Escalation process. \\\\r\\\\n• Implement & maintain staffing and scheduling for helpdesk. Ensure that necessary staffing is there to provide adequate coverage and maintain SLA.\\\\r\\\\n• Work with Application and Infrastructure Development teams to ensure a smooth transition of new h/w and s/w into support by the help desk\\\\r\\\\n• Includes preparation of help desk staff to support new technology \\\\r\\\\n• Maintain skills inventory of help desk analysts and Work Request Co-ordinators: \\\\r\\\\n• Evaluate technical skills \\\\r\\\\n• Develop and maintain Training Plan \\\\r\\\\n• Work closely with Team Leads & SDM/GOM to perform RCA and value add analysis and lead problem resolution effort.\\\\r\\\\n• Implement complaint handling (management escalation) process for the help desk. \\\\r\\\\n• Liaison with the training team on issues of staff preparedness, “How Tos”, “FAQ\\\\\\\'s”, training, etc. for both helpdesk and for the end user community\\\\r\\\\n• Should keep knowledge updated by going through documentation periodically,updating documentation whenever new/change in process.\\\\r\\\\n• Documentation of help desk processes and manage help desk related projects \\\\r\\\\n• Liaison between help desk and other groups on technical support issues: \\\\r\\\\n• Proactively work with other groups on normal process support issues \\\\r\\\\n• Reactively work with other groups,gather technical information at outages,reduced services,emergencies or other exceptions from normal process\\\\r\\\\n \\\\r\\\\nTechnical Requirements \\\\r\\\\n \\\\r\\\\n• Strong Service Orientation \\\\r\\\\n• Strong inter-personal skills \\\\r\\\\n• Ability to operate effectively in multi-national and multi-cultural business \\\\r\\\\n• Disciplined and systematic problem solving skills required \\\\r\\\\n• Good analytical and root cause analysis skills \\\\r\\\\n• Hands-on work experience with the following: \\\\r\\\\n• Windows Operating systems \\\\r\\\\n• Experience and knowledge of supporting google suite like Gdrive, Gmeet, Gmail etc. \\\\r\\\\n• Servers: Windows 2000, Windows 2003, 12 \\\\r\\\\n• Remote desktop connectivity applications, \\\\r\\\\n• Prior experience in Hospital support and clinical apps like Cerner, All Scripts, HER \\\\r\\\\n• Internet browsers (e.g. Explorer, Netscape, Firefox), \\\\r\\\\n• VPN and remote dial-in users \\\\r\\\\n• Support for laptop, desktops, and printers \\\\r\\\\n•Handheld and mobile device support. Prior experience and knowledge in Airwatch and Intune \\\\r\\\\n• Others: Adobe Acrobat and other common desktop applications \\\\r\\\\n \\\\r\\\\nSoft Skills \\\\r\\\\n \\\\r\\\\n- Excellent communication and conversation skills (Verbal and Written)\\\\r\\\\n- CEFR Framework C1 english language skills or high

Other Requirements

 Division/Department DWP HDU \\\\r\\\\nLocation List PRF # \\\\r\\\\nJob Title Operations MANAGER \\\\r\\\\nReports to No of position \\\\r\\\\n \\\\r\\\\n : \\\\r\\\\nStream : SERVICE DESK Type of position: Sdervice Desk Manager\\\\r\\\\n \\\\r\\\\n Title Manager\\\\r\\\\n \\\\r\\\\n Level of SD Admin \\\\r\\\\n \\\\r\\\\nGeneral Description \\\\r\\\\n \\\\r\\\\nResponsibilities :- \\\\r\\\\n \\\\r\\\\n• To manage the help desk staff to ensure consistent and high quality service to the customer\\\\\\\'s End users inline with all SLA’s and KPI’s.\\\\r\\\\n• To maintain an effective and efficient help desk tightly linked with customer business objectives. \\\\r\\\\n• Ensure continuous improvement of services provided to customer end users. \\\\r\\\\n• Provide Problem Management System support activities \\\\r\\\\n• Act as technical liaison between help desk, customer business groups, and IM support groups \\\\r\\\\n• Maintain technical skill continuity and consistency of help desk staff \\\\r\\\\n• Develop improvement programmes based on the results of customer survey and other measures to meet agreed levels.\\\\r\\\\n• Ensure operational excellence of the help desk. Implement Global problem Management and Escalation process. \\\\r\\\\n• Implement & maintain staffing and scheduling for helpdesk. Ensure that necessary staffing is there to provide adequate coverage and maintain SLA.\\\\r\\\\n• Work with Application and Infrastructure Development teams to ensure a smooth transition of new h/w and s/w into support by the help desk\\\\r\\\\n• Includes preparation of help desk staff to support new technology \\\\r\\\\n• Maintain skills inventory of help desk analysts and Work Request Co-ordinators: \\\\r\\\\n• Evaluate technical skills \\\\r\\\\n• Develop and maintain Training Plan \\\\r\\\\n• Work closely with Team Leads & SDM/GOM to perform RCA and value add analysis and lead problem resolution effort.\\\\r\\\\n• Implement complaint handling (management escalation) process for the help desk. \\\\r\\\\n• Liaison with the training team on issues of staff preparedness, “How Tos”, “FAQ\\\\\\\'s”, training, etc. for both helpdesk and for the end user community\\\\r\\\\n• Should keep knowledge updated by going through documentation periodically,updating documentation whenever new/change in process.\\\\r\\\\n• Documentation of help desk processes and manage help desk related projects \\\\r\\\\n• Liaison between help desk and other groups on technical support issues: \\\\r\\\\n• Proactively work with other groups on normal process support issues \\\\r\\\\n• Reactively work with other groups,gather technical information at outages,reduced services,emergencies or other exceptions from normal process\\\\r\\\\n \\\\r\\\\nTechnical Requirements \\\\r\\\\n \\\\r\\\\n• Strong Service Orientation \\\\r\\\\n• Strong inter-personal skills \\\\r\\\\n• Ability to operate effectively in multi-national and multi-cultural business \\\\r\\\\n• Disciplined and systematic problem solving skills required \\\\r\\\\n• Good analytical and root cause analysis skills \\\\r\\\\n• Hands-on work experience with the following: \\\\r\\\\n• Windows Operating systems \\\\r\\\\n• Experience and knowledge of supporting google suite like Gdrive, Gmeet, Gmail etc. \\\\r\\\\n• Servers: Windows 2000, Windows 2003, 12 \\\\r\\\\n• Remote desktop connectivity applications, \\\\r\\\\n• Prior experience in Hospital support and clinical apps like Cerner, All Scripts, HER \\\\r\\\\n• Internet browsers (e.g. Explorer, Netscape, Firefox), \\\\r\\\\n• VPN and remote dial-in users \\\\r\\\\n• Support for laptop, desktops, and printers \\\\r\\\\n•Handheld and mobile device support. Prior experience and knowledge in Airwatch and Intune \\\\r\\\\n• Others: Adobe Acrobat and other common desktop applications \\\\r\\\\n \\\\r\\\\nSoft Skills \\\\r\\\\n \\\\r\\\\n- Excellent communication and conversation skills (Verbal and Written)\\\\r\\\\n- CEFR Framework C1 english language skills or high
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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.