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The SME role within End User Computing (EUC) group is focused on the delivery of EUC services to customers serving as a key interface between the customer, the customer focused delivery teams and the rest of the HCL organisation. The vision for the Business Unit is to be the Best-in-Class End User Computing Services provider that creates Business Value for our customers, a great personalized service experience for end users and build a work culture of innovation & collaboration to harness the potential of our employees and partners. Each Service Line Manager will be assigned with transition and transformation accounts and responsible for a smoother handover to the delivery organization. They are accountable for the success of the transition and transformation project that they are involved in
A good knowledge of broad set of EUC services (onsite/remote Desktop support), relevant support processes and methodologies, experience of large scale service delivery and transition project management,
a high degree of cultural sensitivity and excellent communication skills are critical for the role.
Prepare knowledge documents and record the current ways of working
Creating process documents for operations teams
Analysis of Ticket volumes, trend, top issues and updating the approach for transition
Ensure successful execution of Due Diligence and Transition to Steady State Operations
For assigned transformation projects ensure successful execution and proper hand over to Steady State Operations
Work closely with multiple team and participate in activities that includes solution development and presentations to customers
Work upon the assigned SOW as well create/edit as required plan during transition.
Should have in-depth knowledge on the EUC Services (Service desk & Desktop support) to understand and deliver the customer requirements. Should have a minimum of 10 years experience in operational
activities in these tracks out of which a minimum of 2 years in a senior management role.
Able to share and update the team on the knowledge gained on specific areas during the course of account engagements.
Keeping updated with the new technologies in EUC space.
Build strong and lasting relationships with internal and external customers, and key delivery partners by meeting with then on a regular basis to listen to their needs and concerns, to discuss our service
roadmaps and evangelise HCL capability
Align our Service Delivery process to meet the client business requirements on a continual basis & foster solution innovation to solve client issues
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. HCLs 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
