RockvilleMDRecruiter Since 2001
the smart solution for Rockville jobs

Technical Specialist

Company: HCL America Inc.
Location: Rockville
Posted on: November 21, 2020

Job Description:

DesktopField Services Cluster Lead Operations Work as First Point of contact for Onsite Support Services and CLIENT in Cluster Liaise with different counterparts and vendors to ensure smooth operation on every site part of respective clusters. Working in accordance with guidelines and procedures setup by RSM and OSS global lead to ensure Regional Performance is intact. Take all inflight Project sensitively and ensure they are delivered as per project lines. Provide all data pointers to RSM whenever asked as per defines timelines. Ownership of Incidents and SR for the region not restricting it to OSS groups only. Ensure VIP Incidents and SRs are closed within SLA. Ensure no impact to VIP services wherever available. Ensure Incident Backlog and Ageing is within agreed SLAs. Ensure SVs are well planned with ITS Lead and is informed to partner on monthly basis and the same need to be updated to OSS Desk team. Review daily ticket backlog and SLA reports. Work as First point of escalations for UsersITS leads and Business onsite. Ensure OSS leaves are planned, and support are arranged as per agreement with RSM. Perform analysis on SLA breached tickets and share report every week. Review DSAT analysis done by offshore team and share feedback with OSS, take appropriate actions to avoid similar DSATs in future in the clusterRegion share action plan to improve satisfaction. Maintain DSAT Trend analysis for each country to understand major reason for DSATs. Setup calls with ITS leads to get exceptions on DSATs. Ensure this is done on weekly basis so there are no misses on DSAT SLA. Do Weekly audit tickets assigned from SvD to OSS queues, for this use the report which is scheduled and refer to Resolution column and look for SD feedback templates. CSM to make sure all NSSR s are documented for respective areas and forwarded to RSM for tracking and invoicing. Measure OSS engineer s productivity trend analysis and if productivity is below threshold for consecutive 2 months, raise with HRPartner to improve the same. Validate minimum stock at all stock locations as per defined threshold Raise flag with HAM Team if Stock is below threshold levels. WeeklyMonthly Connect with ITS Leads as per contractual requirements. Schedule Bi-Weekly meeting with Dedicated engineer to ensure they are abreast with changes I.T. environment and process and Procedures, include Best practices to run OSS operations onsite. Share MOM of these Technical forum with topics covered and actions. Work in collaboration with Offshore team and act as technical reference point for them. 2 SOPsKBs to be created on weekly basis and sent to RSM for review w.r.t to Operational Hygiene TechnicalCLIENT IT environment and processes. Drive Asset Life Cycle Refresh for PCs and Tablets to attain the target defined at the start of every year. This would be in combination of existing OSS resource and additional efforts. Consistent BAU reporting for the clusters you are responsible for. Execution of the operational task with respect to the scope defined with the client. Support in driving the shift left initiative in clients environment. Continuous Service improvement based on feedback received from client RSM. Participation in ongoing projects and share regular update to assigned project program manager. Partner Resource Governance Share weekly partner performance reports with analysis on Monday for the previous week. Lead partner governance calls prepare MOM track action items, MOM action tracker need to be shared with 24 hours of Meeting in standard MoM format attached. Lead monthly governance call, discuss performance plans for next month, progress to be tracked in weekly calls. Maintain Partner engineer attendance on monthly basis. Track backfill engineer availability. Track weekly dispatch visits made for attendance share with central SPOC. Ensure Schedule visits are tracked and attended by partner engineers as per defined schedule. Assist Offshore team who tracks dispatch tickets in case of support needed. General Participate in required meetings, provide update on actions assigned. Communication to OSS team on updateschanges to ensure all of them are updated. Candidate must be authorized to work in the U.S. We are unable to sponsor work visas at this time. About HCL HCL Technologies (HCL) empowers global enterprises with technology for the next decade today. HCL s Mode 1-2-3 strategy, through its deep-domain industry expertise, customer-centricity and entrepreneurial culture of ideapreneurship enables businesses to transform into next-gen enterprises. HCL offers its services and products through three lines of business - IT and Business Services (ITBS), Engineering and RD Services (ERS), and Products Platforms (PP). ITBS enables global enterprises to transform their businesses through offerings in areas of Applications, Infrastructure, Digital Process Operations, and next generation digital transformation solutions. ERS offers engineering services and solutions in all aspects of product development and platform engineering while under PP. HCL provides modernized software products to global clients for their technology and industry specific requirements. Through its cutting-edge co-innovation labs, global delivery capabilities, and broad global network, HCL delivers holistic services in various industry verticals, categorized under Financial Services, Manufacturing, Technology Services, Telecom Media, Retail CPG, Life Sciences, and Healthcare and Public Services. As a leading global technology company, HCL takes pride in its diversity, social responsibility, sustainability, and education initiatives. As of 12 months ending on September 30, 2019, HCL has a consolidated revenue of US 9.3 billion and its 147,123 ideapreneurs operate out of 44 countries. For more information, visit www.hcltech.com Candidate must be authorized to work in the U.S. We are unable to sponsor work visas at this time. About HCL HCL Technologies (HCL) empowers global enterprises with technology for the next decade today. HCL s Mode 1-2-3 strategy, through its deep-domain industry expertise, customer-centricity and entrepreneurial culture of ideapreneurship enables businesses to transform into next-gen enterprises. HCL offers its services and products through three lines of business - IT and Business Services (ITBS), Engineering and RD Services (ERS), and Products Platforms (PP). ITBS enables global enterprises to transform their businesses through offerings in areas of Applications, Infrastructure, Digital Process Operations, and next generation digital transformation solutions. ERS offers engineering services and solutions in all aspects of product development and platform engineering while under PP. HCL provides modernized software products to global clients for their technology and industry specific requirements. Through its cutting-edge co-innovation labs, global delivery capabilities, and broad global network, HCL delivers holistic services in various industry verticals, categorized under Financial Services, Manufacturing, Technology Services, Telecom Media, Retail CPG, Life Sciences, and Healthcare and Public Services. As a leading global technology company, HCL takes pride in its diversity, social responsibility, sustainability, and education initiatives. As of 12 months ending on September 30, 2019, HCL has a consolidated revenue of US 9.3 billion and its 147,123 ideapreneurs operate out of 44 countries. For more information, visit www.hcltech.com

Keywords: HCL America Inc., Rockville , Technical Specialist, Other , Rockville, Maryland

Click here to apply!

Didn't find what you're looking for? Search again!

I'm looking for
in category
within


Other Other Jobs


Lot Associate
Description: Job DescriptionLot Associates assist customers with the loading of their vehicles and also monitor
Company: The Home Depot
Location: Leesburg
Posted on: 12/4/2020

CDLA Team Truck Driving Jobs: Earn up to 80 CPM!
Description: Team Drivers: HUGE 30,000 Sign On Bonus/split with TONS of miles 1,000 Holiday
Company: US Xpress
Location: Leesburg
Posted on: 12/4/2020

Experienced Systems Engineer III
Description: The National Programs team--is seeking an--Agile Product Owner Experienced Systems Engineer in Chantilly, VA, Fairfax, VA, Mountain View, CA, or Aurora, CO. The Systems Engineer will work as a member (more...)
Company: BOEING
Location: Leesburg
Posted on: 12/4/2020


Licensed Practical Nurse (LPN)
Description: Licensed Practical Nurse LPN Now Offering Paid Time Off PTO Benefits Aveanna Healthcare, the largest pediatric home health care company in the U.S., is hiring compassionate Licensed Practical (more...)
Company: Aveanna Healthcare
Location: Leesburg
Posted on: 12/4/2020

TransAm Trucking Company Truck Driver Jobs
Description: New Drivers Are Now Eligible For 2,500 In Sign-On Incentives TransAm Trucking is now hiring company CDL-A truck drivers for long-haul career opportunities Apply today and enjoy life on the road (more...)
Company: Trans Am
Location: Leesburg
Posted on: 12/4/2020

CDL-A Truck Driver - Industry Leading Pay for Dry Van Drivers!
Description: CDL-A OTR DRY VAN TRUCK DRIVER JOBS CDL-A OTR Dry Van Truck Driver Jobs - Thrive With The Power Of Red 2020 Peak Season Bonus Get 0.02 more per mile for dispatched miles driven between October (more...)
Company: Roehl Transport Inc
Location: Leesburg
Posted on: 12/4/2020

Class A Team Driver Jobs
Description: Team Drivers: HUGE 30,000 Sign On Bonus/split with TONS of miles 1,000 Holiday
Company: US Xpress
Location: Leesburg
Posted on: 12/4/2020

TransAm Trucking Recent CDL Graduate Company Truck Driver Jobs
Description: New Drivers Are Now Eligible For 2,500 In Sign-On Incentives TransAm Trucking is searching for recently graduated CDL truck driving school students who are interested in long-haul truck driving opportunities. (more...)
Company: Trans Am
Location: Leesburg
Posted on: 12/4/2020

Commercial Team Truck Driver Jobs
Description: Team Drivers: HUGE 30,000 Sign On Bonus/split with TONS of miles 1,000 Holiday
Company: US Xpress
Location: Leesburg
Posted on: 12/4/2020

Grocery Shopper
Description: Shipt is a membership-based marketplace that helps people get the things they need, like fresh produce and household essentials, from stores they trust. Help people save time and have fun while you're (more...)
Company: Shipt
Location: Leesburg
Posted on: 12/4/2020

Log In or Create An Account

Get the latest Maryland jobs by following @recnetMD on Twitter!

Rockville RSS job feeds