What are the responsibilities and job description for the ASSOCIATE GENERAL MANAGER position at HCL Technologies?
i. Adhering to SLAs
ii. Mentoring / Training Team Members
iii. Handling tickets / requests
iv. Perform root cause analysis
v. Troubleshooting technical issues
vi. Defining processes and ensuring that the processes are adhered to
vii. Oversees and is responsible for successful completion of Installation, configuration and migration
viii. Ensure maximum uptime according to the SLA
ix. Understanding of Multi-geo support environment
x. Responsible for building / maintaining a test environment
xi. Improves and maintains customer and employee satisfaction
xii. Suggests new technologies and design changes
xiii. Monitoring and maintaining SLA requirements by the team members
xiv. Testing / Auditing/processes as required from time to time
xv. Identify Skill gaps and plan for training / knowledge updating (1.) To ensure customer engagement / satisfaction and referenceability (2.) To plan for Program and Delivery Management and ensure that the agreed deliverables in terms of margin are met. (3.) To anchor process improvement/compliance (human error reporting) and other organizational initiatives (automation , Lean IT implemetation) (4.) To guide, manage, develop, engage the team therby ensuring employee retention (5.) To ensure upskill/ creation of resources through internal academies/ trainings and growth rotation
ii. Mentoring / Training Team Members
iii. Handling tickets / requests
iv. Perform root cause analysis
v. Troubleshooting technical issues
vi. Defining processes and ensuring that the processes are adhered to
vii. Oversees and is responsible for successful completion of Installation, configuration and migration
viii. Ensure maximum uptime according to the SLA
ix. Understanding of Multi-geo support environment
x. Responsible for building / maintaining a test environment
xi. Improves and maintains customer and employee satisfaction
xii. Suggests new technologies and design changes
xiii. Monitoring and maintaining SLA requirements by the team members
xiv. Testing / Auditing/processes as required from time to time
xv. Identify Skill gaps and plan for training / knowledge updating (1.) To ensure customer engagement / satisfaction and referenceability (2.) To plan for Program and Delivery Management and ensure that the agreed deliverables in terms of margin are met. (3.) To anchor process improvement/compliance (human error reporting) and other organizational initiatives (automation , Lean IT implemetation) (4.) To guide, manage, develop, engage the team therby ensuring employee retention (5.) To ensure upskill/ creation of resources through internal academies/ trainings and growth rotation
