Track Manager (Support & Operations)
India
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Job Description
Track Manager (Support & Operations)
Others, Tamil Nadu

Job Summary

Operations Management for complex /large projects with focus on continuous improvement ,problem-solving, meeting client SLAs, and empowering teams through effective people management.

Key Responsibilities

1. Improve the operational systems, processes and policies in support of organizations mission - specifically, support better management reporting, information flow and management, business process and organizational planning
2. Understand client requirements and accountable in ensuring support team is meeting client expectations
3. To lead and mentor the project team and ensure transparent communication of project goals.
4. Brining new ideas and innovation for process development and overall organizational progress.
5. To provide solutions commensurate with the customers’ needs within the ambit of the given environment so as to lead to business results.

Skill Requirements

Experience with supporting 3rd party application \\\\r\\\\no Application suite at KLA is IBM Aspera (Shares, Faspex, HSTS, Console). \\\\r\\\\no Experience with any other corporate integrated file transfer tools is also a plus, especially if functionally is like Aspera.\\\\r\\\\no Follow up ticket queue in ServiceNow and coordinate a solution\\\\r\\\\no Application upgrades and configuration changes (DEV/PROD)\\\\r\\\\no Assist other IT Infra teams based on support documentation (SOP)\\\\r\\\\no Log and follow up of support tickets with vendor IBM\\\\r\\\\no Continuously review and update existing server and application documentation\\\\r\\\\no Build usage reports & conclusions to present to IT Management\\\\r\\\\n\\\\r\\\\n- Understanding of security and access controls: coordinate with Security and other Infra teams on\\\\r\\\\no Single Sign On (SAML)\\\\r\\\\no PKI & public certificates\\\\r\\\\no Firewall policies\\\\r\\\\no VIP/Load Balancing setup for internal and external facing URLs\\\\r\\\\no Bot protection protocols\\\\r\\\\n\\\\r\\\\n- Application improvement projects and initiatives\\\\r\\\\no Strategic projects on functionality and application changes\\\\r\\\\no Implementation and coordination with other teams (e.g., automation of provisioning to end users)\\\\r\\\\n high focus on automated user provisioning (SNOW) and SOP/ documentation\\\\r\\\\no Interacting with user groups representatives to give feedback on the service and get suggestions for improvements.\\\\r\\\\n\\\\r\\\\n- 3rd line end user support on the end user application (transfer client), can be both KLA and non-KLA\\\\r\\\\no client knowledge on Windows transfer agent and local security policies (MacOS and Linux knowledge is a plus)\\\\r\\\\no document work logs in ServiceNow\\\\r\\\\no update SOPs for Helpdesk and local IT as required\\\\r\\\\no keep end user documentation up to date\\\\r\\\\n

Other Requirements

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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.