Job Purpose
The incumbent will be part of the IM Support Team, providing business services as an IM Technician. The role is responsible for ensuring system integrity, maximum availability, and optimal performance of all information systems in line with customer expectations.
The position focuses on maintaining, optimizing, and supporting infrastructure, hardware, software, applications, and IoT devices within Operations. Safety, accuracy, and timely reporting are critical aspects of this role.
If interested, please share your updated resume via: 📱 WhatsApp: +91 9514432939 📧 Email: ajai_t@hcltech.comKey
Roles & Responsibilities
- Technical Support & Operations
- Support and maintain network, server, and end-user infrastructure, including troubleshooting, account maintenance, and user training.
- Monitor, diagnose, and resolve infrastructure, application, and IoT-related issues.
- Resolve cross-functional technical issues and perform industry-standard testing procedures.
- Ensure timely ticket resolution with accurate and detailed feedback.
- Maintain and adhere to SOPs, technical, and architecture documentation.
- Explain technical solutions to non-technical stakeholders.
- Identify high-risk areas in the IM environment and implement mitigation strategies.
- Process & Compliance
- Ensure compliance with HCL SLA requirements, internal policies, and customer codes of conduct.
- Comply with AA Health & Safety (H&S) requirements.
- Maintain professionalism, a positive attitude, and ethical behavior.
- Assist in maintaining a clean, orderly, and professional workplace.
- Leadership & Team Collaboration
- Support management in building a high-performing team through feedback, reporting, and SOP documentation.
- Assist in defining KPIs and delivering performance feedback.
- Support training plan development and skill enhancement initiatives.
- Encourage knowledge transfer and continuous improvement practices.
- Promote an HCL-centric and partnership-driven approach across teams and stakeholders.
- Be flexible, proactive, and willing to work overtime as required.
- Financial Accountability
- Validate and submit accurate financial-related inputs such as standby, overtime, PPE, and claims for HCL management approval.
- Communication & Working Relationships
- Internal Stakeholders
- Regional SDMsBU SDMsIM Site Supervisor
- IM Team Members
- Other Practices and Service Lines
- Business Unit Peers
- HCL OPCOsAll operational stakeholders
- Purpose:
- Service delivery execution
- Cross-team collaboration
- Governance and operational alignment
- External Stakeholders
- Customers
- Consultants and Service Providers
- Purpose:
- Outsourced service delivery
- Technical collaboration and support
- Qualifications, Experience &
Skills
Qualifications
- Completed Grade 12Undergraduate/Postgraduate IT qualification
- Advantageous
- Technical Certifications (Preferred)
- A+N+ / Network Certifications
- Dell / HP Hardware Certifications
- Cisco CCNAMCP / MCSEOptical Fibre Knowledge
- IoT & Security Systems Knowledge
- Project Management Certification
- Advantageous
- Experience
- Minimum 5 years of IT experience
- Demonstrated experience leading technical teams
Key Skills
- Strong understanding of network, server, EUC, and IoT infrastructure
- Excellent analytical and problem-solving skills
- Strong planning, prioritization, and organizational skills
- Effective verbal and written communication
- Ability to work independently and in team environments
- Capability to manage cross-functional and multi-disciplinary service delivery
- High ethical standards and confidentiality awareness
- Ability to perform under pressure in fast-paced environments
- Behavioral
Competencies
- Business Acumen
- Demonstrates strong commercial awareness and financial insight.
- Applies structured problem-solving for effective decision-making.
- Delivery Excellence
- Translates business objectives into actionable and prioritized plans.
- Ensures consistent execution aligned with operational excellence standards.
- Teaming & Collaboration
- Communicates effectively and builds strong stakeholder relationships.
- Encourages collaboration, knowledge sharing, and learning across teams.
- Leading & Managing Change
- Drives innovation and continuous improvement.
- Embraces and leads change with clarity and support.
