HCLTech · 3 hours ago
Track Lead (Support & Operations)
Cary, NC
Full-time
Onsite
Senior LevelHCLTech is focused on delivering managed services for global clients and is seeking a Track Lead in Support & Operations. The role emphasizes continuous improvement, problem-solving, and effective people management to meet client SLAs and ensure customer satisfaction.
Information and Communications Technology (ICT)IT ManagementOutsourcingSoftwareTelecommunications
Responsibilities
Deliver Managed Services for the global Clients
Build and manage teams and direct all related People/ Process and Technology Competencies and work closely with Technical CoE Leads
Build and Maintain customer relationship
Effectively monitor, control and support infrastructure service delivery ensuring all agreed methodologies and procedures are followed
Expansion of services to fill entire gamut of infrastructure services
Focus on project opportunities and transformation initiatives
ITIL process definitions and implementation
Automation in service delivery
Ensure knowledge retention
Resource management & Utilization, Attrition control
Audit and security compliance – both from HCL and customer’s requirements
Management reporting - both for HCL and customer
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
Overall SLA management – Operation interaction with technologies Lead / Service Owner
Manage & deliver overall Customer Satisfaction
Manage & deliver overall employee satisfaction
Qualification
Required
Operations Management with focus on continuous improvement
Problem-solving skills
Meeting client SLAs
Empowering teams through effective people management
Deliver Managed Services for the global Clients
Build and manage teams and direct all related People/Process and Technology Competencies
Work closely with Technical CoE Leads
Build and Maintain customer relationship
Effectively monitor, control and support infrastructure service delivery ensuring all agreed methodologies and procedures are followed
Expansion of services to fill entire gamut of infrastructure services
Focus on project opportunities and transformation initiatives
ITIL process definitions and implementation
Automation in service delivery
Ensure knowledge retention
Resource management & Utilization
Attrition control
Audit and security compliance – both from HCL and customer's requirements
Management reporting - both for HCL and customer
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
Overall SLA management – Operation interaction with technologies Lead / Service Owner
Manage & deliver overall Customer Satisfaction
Manage & deliver overall employee satisfaction
Preferred
Transformation experience will be a plus
Benefits
Medical
Dental
Vision
Pharmacy
Life
Accidental death & dismemberment
Disability insurance
Employee assistance program
401(k) retirement plan
10 days of paid time off per year (some positions are eligible for need-based leave with no designated number of leave days per year)
10 paid holidays per year
Company
HCLTech
HCLTech is a global IT company offering digital, engineering, and cloud solutions partnering with businesses for transformation.
Founded in 1976
10001+ employees
H1B Sponsorship
HCLTech has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (2975)
2024 (3974)
2023 (3649)
2022 (3861)
2021 (4093)
2020 (4317)
Funding
Current Stage
Public CompanyTotal Funding
$220MKey Investors
ChrysCapital
2008-07-10Post Ipo Equity· $220M
2000-01-06IPO
Leadership Team
Vijayakumar C.
Chief Executive Officer
Alan Flower
Executive Vice President - CTO & Global Head, AI & Cloud Native Labs
Recent News
Deccan Chronicle
2026-01-25
Hindu Business Line
2026-01-24
Company data provided by crunchbase