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Franklin, Indiana
Job Type
18 Sep 2022
Job Description (Posting)

Purpose of Role

Delivering high quality technical service, promote TNT values in technology and provide effective services to the Business
Key Dimensions of the role

Department/function Global Infrastructure Services for US
Direct reports Regional HCL resources (if any)
Reporting Manager
Main Responsibilities:

P&L Responsibility-Contracted and new business from existing customers
Enabling smooth transition of new accounts
Customer retention through creation of stickiness.
Expansion of services to fill all gamut s of infrastructure-increase breadth.
Increase penetration into these accounts across all existing services-increase Depth.
Focus on project opportunities and transformation initiatives
ITIL process definitions and implementation
Automation in service delivery
Creation of reusable service and process components
Resource management
Management reporting
Conduct regular in depth service and process audits.
Employee retention, motivation and training
Focus on grooming people from L1 to L2, L2 to L3 within select timelines
Value add to customer-YOY by working closely with the Transformation and Consulting group for:
Architecture gap assessment studies
Implementation of new technologies
Consolidation/virtualisation opportunities
Reduce business impact of outages
Cost savings through better solutions
Enhance operational efficiencies
Overall SLA management
Overall Customer Satisfaction
Overall employee satisfaction
Escalation handling on SDM responsibilities
Desired Skills and Experience

Core competencies, knowledge and experience:
Minimum of 12-15 yrs out of which atleast 8+ years of IT Infrastructure Operations/ Datacenter Operations & Management at Director level
Bachelors degree in Engineering (in Computer Science/ Electrical/ Electronic/ Communication)
In-depth understanding of technical technologies
Experience of managing outsourced or offshore supplier support groups
Strong verbal/written communication skills

Technical / professional qualifications:
Strong Techno-Commercial/ Business Orientation and Cost Sensitive with ability to balance decisions between Automation/ People & Infrastructure Availability.
Strong Leadership/ Team Building/ Decision Making attribute
Demonstrated success in creating a delivery organization using Enterprise Network Systems Management Tools & managing it either for a F-500 company or for a leading IT Service Company
Expertise in Defining Process and ensure the implementation within the Service Delivery Organization; exposure to ITIL Best Practices is necessary
Datacenter Migration/Consolidation experience will be an advantage
Technology appreciation in the areas of:
OS Windows, Unix
Storage Netapp and Backup tools
Database - Oracle, SQL
Management Tools - SCOM, BEM,SERVICE NOW
Networks LAN, WAN
Available on 24 x 7 basis in the event of emergencies and should be contactable after office hours
Open to Intensive Travel both inbound and out bound

Business Skills
Strong interpersonal skills and ability to translate IT technical language into everyday terms which users can understand, specifically non-technical senior management
Ability to interact with customers so as to ensure that the service is flexible, efficient and responsive
To work through issues analytically to a successful conclusion
Demonstrable results in a business customer facing role, with a track record of delivering services to defined service levels.
Experience in the management of multi-discipline teams in distributed locations.
Experience of working in an Operational environment alongside other technical and operational teams, ensuring that all parties col


BE/B.Tech (Hons)

Skill (Primary)

Technical Skills-SKU - PM-Project Management - SDM
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  • Job Reference: 715267971-2
  • Date Posted: 18 September 2022
  • Recruiter: HCL Tech
  • Location: Franklin, Indiana
  • Salary: On Application
  • Sector: Government & Defence
  • Job Type: Permanent