Track Lead (Support & Operations)

About the role

Track Lead (Support & Operations) at HCLTech. Operate the documented integration process for incidents triggered by the network operations providers, including those requiring onsite primary checks.

What you'll do

• Operate the documented integration process for incidents triggered by the network operations providers, including those requiring onsite primary checks
• Ensure correct logging, routing and ownership of every monitoring-originated incident, including assignment to the appropriate onsite support group
• Maintain alignment with the network operations provider's own process, including ticket linkage and the agreed coordination mechanism between the two ticketing estates
• Verify the validity of incoming requests and enforce correct ticket status management, so that reported progress reflects reality
• Coordinate and monitor resolution activity with infrastructure teams and third parties, applying escalation where there is delay or a blocking situation

What you need

• Coordination
• Reporting
• ITIL
• Documentation
• Dashboarding
• Any graduate

Good to have

• Vendor management