IT Onsite Operations Lead

3 weeks ago

Klang, Selangor, Malaysia HCLTech Full time

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  • Queue management: Accountable for the unassigned tickets in the queue.
  • Aging tickets: Accountable for the tickets aging under the respective queue or the team.
  • SLA Management: Accountable for the tickets missing SLA response or SLA resolution for the tickets assigned to the team.
  • Ticket compliance & Quality: Accountable for ensuring that all tickets are updated timely, correctly ensuring quality & compliance.
  • Escalation handling: Responsible to appropriately handle customer/support team escalation.
  • Escalation tracking & update: Responsible for keeping track of escalations, updates & closure.
  • Team Mentorship: Responsible for cascading new process, procedures, learnings and updates to the team.
  • Communication: Responsible to provide updates to client & HCL IT Managers on highlights/ lowlights that required attention or escalation.
  • Inter-Track Collaboration: Responsible to maintain excellent working relationships with other tracks.
  • KPI Reporting: Responsible to evaluate team performance based on the published KPI metrics.
  • Tool Provisioning: Responsible to make the right tools available for all engineers to work effectively.
  • Training: Responsible to train engineers on the updated process & procedures.
  • Asset Management: Responsible for ensuring timely disk erasure of machines returned by users.
  • Ticket Queue Health Check: Responsible to perform daily health checks for the ticket queue during closure.
  • Vendor Coordination: Accountable for recording all problems reported to vendors and ensure timely replacement of faulty parts/quotations.
  • Second-Level Support: Responsible to provide second-level support for BAU calls.
  • Attendance Management: Responsible for ensuring operational availability.
  • Compliance Management: Accountable for managing compliance of all laptops/desktops.
  • Process Improvement: Identify and implement process improvements to enhance service delivery.
  • Risk Management: Identify potential risks and develop mitigation strategies.
  • Performance Reviews: Responsible to conduct regular performance reviews of team members.
  • Innovation and Technology: Stay updated with the latest technology trends and innovations to improve track operations.
  • Customer Satisfaction: Accountable for ensuring high levels of customer satisfaction through effective service delivery.

Requirements:

  • Bachelor's degree in computer science, information technology or related fields.
  • Strong knowledge of IT infrastructure (Mac, Windows, mobile devices).
  • Proficiency in service management tools (e.g., Fresh Service, ServiceNow).
  • Skills in root cause analysis and corrective actions.
  • Ability to generate and analyze reports and KPIs.
  • Technical troubleshooting skills.
  • Familiarity with automation tools and cloud services (AWS, Azure, Google Cloud).
  • Leadership and team management skills.
  • Effective communication with stakeholders and vendors.
  • Problem-solving and customer service skills.
  • Commitment to compliance and security standards.
  • Ability to identify and mitigate risks.
  • Knowledge of latest technology trends.
How do your skills match this job?

Your application will include the following questions:

  • Which of the following statements best describes your right to work in Malaysia?
  • What's your expected monthly basic salary?
  • Which of the following types of qualifications do you have?
  • How many years' experience do you have as an Operations Lead?
  • How would you rate your English language skills?
  • How much notice are you required to give your current employer?
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