Technical Operations Manager

HCL Tech is a global technology company, home to 211,000+ people across 52 countries, delivering industry-leading capabilities centered around digital, engineering and cloud, powered by a broad portfolio of technology services and products. We work with clients across all major verticals including Financial Services, Manufacturing, Technology and Services, Telecom and Media, Retail and CPG, Life Sciences and Healthcare and Public Services. Consolidated revenues as of 12 months ending June 20, 2022 totaled $11.8 billion. To learn how we can supercharge progress for you, visit hcltech.com

Job Type: Permanent/ Full time

Work Setup: Onsite

Location: Bacolod

Role Summary

• Responsible for identifying on the ground issues agents at the PSO (Partner Support Operations) are facing and coordinating the resolution with the Customer Success Enablers (L2) teams promoting the continuous improvement of productivity, service quality and customer satisfaction.
• Identify the technical issue at PSO and provide instant technical help (basic desktop/thin client troubleshooting of clearing up resources & session re-initiation)
• Provide additional knowledge of the issues to make user understand for self-resolution next time the issue is encountered
• Make PSO agents aware of the self help (Info Manager) solutions available
• Understand the issue faced, identify potential causes and route the issue to Customer Success Enablers (L2)
• Coordinate with onshore & offshore teams (business & technical teams) from client side as per governance set on issues identified, fixes

Operational responsibilities

• Act as an internal point of contact for PSO to help identify and resolve technical issues faced
• CS champions are the ‘boots on the ground’ onsite with the PSOs to ensure instant support and faster escalations to L2 teams. Will be required to work in shifts (including US hours) to provide effective support to PSO
• Have general knowledge of tools, systems and platforms used by agents at PSO
• Act as the bridge between PSO and L2 teams to ensure faster issue identification and resolution
• Help educate the PSO on self help steps to be taken based on information available to try resolve the issue faster
• Ensure issues raised to for resolution have the required information and artifacts for the L2 teams to be able to troubleshoot and resolve the issue
• Track all PSO issues raised, categorise and route them to respective L2 teams for resolution
• Share Daily/weekly progress report with PSO on status of issues raised with number of issues resolved and details of the resolution
• Once issue resolution is confirmed by L2 teams, confirm efficacy of the resolution onsite with PSO, close the ticket after updating the RCA and resolution witnessed, confirm closure with Field Ops Team
• Provide inputs for developing decision tree on common issues faced by PSO, self-help steps to be taken by PSO, information to be included in AYS (At Your Service) trouble ticket
• Ensure effective communication between PSO and technical teams, wrt to releases, maintenance activities, etc
• Participate in team meetings and general inputs in day-to-day improvements
• The management of emails, phone calls to be done professionally and timely
• Maintain strong working relationships with internal teams
• Understand and comprehend Enterprise releases and translate to call center level of understanding
• Coordinate with other CS (L1) champions across centres & locations to understand the issue type reported, fixes required across locations and best practices replication

Background, skills, experience and qualifications

• Excellent communication skills – written and verbal
• Ability to work collaboratively with different teams and lead in a fast-changing and flexible environment
• Will be required to work in shifts (mostly US prime time hours)
• Min 3-4 yrs experience in working in a Contact Center Telecom process (preferably US) is a MUST
• Good understanding of the different tools and systems involved in a Telecom Contact Centre environment Eg. IVR, Soft Phones, Cloud, recording tool, CRM, Chat and Email support platforms, differentiate between Dev & services related to it
• Prior experience of working in an Individual Contributor role with multiple stakeholders, interacting with leadership, creating reports and presentations to share updates
• Experience in creating process documents, SOPs, etc using relevant tools

Desirable Experience

• Prior working knowledge of G Sheets, G Slides, Gmail and Slack
• Experience of working with tools like Live Engage, Cisco Jabber, Citrix
• Understanding of front end, middleware & backend
• Understanding of BI (Tableau & PowerBI) that will help creating reporting
• Understanding Monitoring tools for Servers
• Process and Quality Management experience for a US Telecom Process
• Candidates who have worked as a Team Leader/Manager in a US Telco contact Centre process – wireless customer care or technical support will be preferred