Transformation Lead

4 weeks ago

London, Greater London, United Kingdom HCLTech Full time
Join HCLTech as a Transformation Lead

We are a $13+ billion global technology company, home to more than 224,000 people across 60 countries, delivering industry-leading capabilities centered around digital, engineering, cloud, and AI, powered by a broad portfolio of technology services and products.

HCLTech is a globally recognized leader in the Tech and IT industry, but we've never forgotten the startup mindset that got us here. We've always approached our work with an idea-first attitude because every one of our accomplishments —no matter how big or small —can be traced back to an idea's single spark. We embrace diversity and equality in the workplace.

It's that spark —that inner drive —that sets our people apart from our competitors.

Role Definition

The Transformation Lead role is a critical role in our organization. This is an ideal opportunity for someone who is motivated by an opportunity to participate in an organization's transformation growth of systems, infrastructure and end user support model. We are looking for an individual who has the technical skills and intellectual capability to lead through this change and has the drive and desire to grow with a business.

Key Responsibilities

  • Lead the design of automation model by utilizing end-point tooling data, implementing best practices, optimizing business processes, creating new operating model and training end-users to bring the culture change.
  • Implement optimized delivery models, leading to increase in incident resolution, improving FCR, reducing MTTR, Shift left and self service.
  • Focus on Shift Left, self help and self heal, proactive and predictive resolutions with use of tools and technology, using Systrack as a tool.
  • Operationalize a self-healing/self-servicing digital solution using RPA that assists employees to resolve most of the system and application issues without assistance from the IT support team.
  • Setup a council to drive adoption of automation, remotisation, and standardization.
  • Understanding of IT Service Desk operations and past experience of implementing and enriching Chat bots, incident reduction, shift left and automation tools.
  • Coordinate resolution of technical escalations associated with deployed products under the scope of the team and work closely with Architects and SMEs
  • Awareness and basic understanding of Gen AI capabilities to bring operational excellence across End user operations.

Requirements

  • The Transformation Lead profile will be a senior profile who will need to manage IT transformations end to end.
  • Working knowledge and understanding of Systrack tool.
  • Ability to interact with CIO / Infrastructure director
  • Preferably 8+ years plus of Industry experience
  • Atleast 6+ years of EUC experience
  • Strong Leadership, People & Customer relationship skills and drive to push things within and outside the system.

Education / Expertise

  • Degree in Computer Science, Engineering or Information Technology or equivalent.
  • Minimum of 8 years of IT EUC experience
  • Demonstrated success with unit-based application planning and development, project management and policy development.
  • Excellent analytical, planning, project management, problem-solving, negotiation and organizational skills.
  • Excellent customer service capabilities and attitude.
  • Must be able to travel as needed, sometimes as much as 10%

Benefits

  • A supportive, diverse and global team with a brilliant culture.
  • Competitive compensation and benefits that includes up to 20 days' vacation per year, various insurances like Term life and Business Travel insurance. These are apart from the statutory benefits applicable in the country. Employee benefits are regulated by an internal policy that contains full details regarding the entitlement and conditions for the benefits as per the law of the land.
  • To know more about us visit – www.hcltech.com

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