Deskside Support Team Lead

Desktop/Field Services Cluster LeadOperations: 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 Users/ITS 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 cluster/Region & 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 HR/Partner 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. Weekly/Monthly 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 SOPs/KBs to be created on weekly basis and sent to RSM for review w.r.t to Operational Hygiene/ Technical/CLIENT 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 updates/changes 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 R&D Services (ERS), and Products & Platforms (P&P). 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 P&P. 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 US9.3 billion and its 147,123 ideapreneurs operate out of 44 countries. For more information, visit www.hcltech.comCandidate 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 R&D Services (ERS), and Products & Platforms (P&P). 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 P&P. 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 US9.3 billion and its 147,123 ideapreneurs operate out of 44 countries. For more information, visit www.hcltech.com