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Tower Lead (Support & Operations)

HCLTech·Bengaluru

Pay not stated8–12 yrsFull-time

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About the role

The DWP Operations Manager cum Technical Lead will be responsible for end-to-end Digital Workplace operations , ensuring service stability, SLA/KPI achievement, customer satisfaction, security compliance and continuous improvement. The role requires strong operational leadership combined with hands-on technical expertise across modern workplace technologies.

What you'll do

  • Operations & Service Management
  • Own day-to-day DWP operations and overall service performance
  • Manage Incidents, Major Incidents, Problems, Changes and Service Requests aligned with ITIL practices
  • Drive SLA/KPI performance including CSAT, MTTR, backlog, ageing, availability and incident trends
  • Lead Major Incident calls, technical bridges and root-cause/problem management

What you need

  • 8–12 yrs of experience
  • Root cause analysis
  • ITIL
  • Office 365
  • Intune
  • ServiceNow
  • LLMs
  • Any graduate

Good to have

  • Azure
  • PowerShell
  • Active Directory
  • Network security

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