Program Manager

HCL Technologies Limited; NTR; On-site; INR 3,000,000 - 4,200,000; Full time

Job summary

HCL Technologies Limited is seeking a seasoned IT Service Management lead to own end-to-end service operations in production environments. You will act as the primary contact for runtime services and drive availability, reliability, and quality across multiple locations.

You will coordinate with Infrastructure, Delivery, Support, and Business stakeholders, manage OLAs, participate in CAB, and lead continuous improvement initiatives while ensuring security and governance.

Qualifications

• ITIL and service operations frameworks are expected.
• Strong governance, KPI tracking, and reporting skills.
• Experience with incident, problem, and change management.

Responsibilities

• Own end-to-end service operations in production environments.
• Serve as primary contact for runtime services and ensure availability.
• Monitor KPIs and drive corrective actions for service quality.
• Coordinate with stakeholders and cross-functional teams globally.
• Define and monitor OLAs, conduct service reviews and reporting.
• Participate in CAB and approve production changes.
• Drive continuous service improvement and cost optimization.
• Lead capacity, continuity planning, and security/compliance efforts.

Skills

ITIL

Service Management

Service Operations

AOM (Application Operations Management

Production Support

Run Operations

Managed Services

Tools

Infrastructure Operations

Cloud Operations

Data Center Operations

Enterprise Applications

Application Support

IT Operations

Job description

Key Roles & Responsibilities:

Service Operations Management

• Own end-to-end service operations in the production environment.
• Act as the primary point of contact for runtime services.
• Ensure service availability, reliability, performance, and quality.
• Monitor operational KPIs and implement corrective actions.

Stakeholder & Vendor Management

• Coordinate with Infrastructure, Application Delivery, Support, and Business stakeholders.
• Collaborate with Service Delivery Managers, Functional Managers, and Operations teams.
• Drive cross-functional coordination across multiple teams and locations.

OLA / SLA Governance

• Define, negotiate, maintain, and monitor OLAs.
• Ensure adherence to service quality and operational commitments.
• Conduct service reviews and operational reporting.

Incident, Problem & Change Management

• Drive Problem Management activities.
• Participate in Change Advisory Boards (CAB).
• Review and approve production changes.
• Ensure governance around Incident, Problem, and Change processes.

Service Improvement & Operational Excellence

• Drive continuous service improvement initiatives.
• Standardize operational practices.
• Identify and realize operational synergies.
• Recommend improvements to enhance service quality and availability.

Capacity, Availability & Continuity Management

• Support Capacity Planning and forecasting.
• Ensure Availability Management processes.
• Create and maintain Service Continuity and Disaster Recovery plans.
• Monitor service trends and future growth requirements.

Financial & Cost Management

• Manage services within approved budgets.
• Optimize operational and production costs.
• Track financial plans and cost efficiency.

Production & Application Operations

• Own Application Operations Management (AOM).
• Establish and maintain production support frameworks.
• Ensure stable and secure application runtime environments.

Security & Compliance

• Ensure compliance with information security requirements.
• Maintain secure production environments.
• Support audit and governance activities.

Leadership Responsibilities (Step D)

• Lead globally distributed teams.
• Manage multi-site and multi-service environments.
• Mentor and coach team members.
• Drive organizational standards and best practices.

Must-Have Skills

IT Service Management

• ITIL
• Service Management
• Service Operations
• Application Operations Management (AOM)
• Production Support
• Run Operations
• Managed Services

Governance & PMO

• PMO
• Governance
• Operational Governance
• Service Governance
• KPI Management
• Reporting & Metrics
• Risk Management

ITSM Processes

• Incident Management
• Problem Management
• Change Management
• Release Management
• Capacity Management
• Availability Management
• Service Continuity Management
• Service Level Management

Leadership

• Stakeholder Management
• Vendor Management
• Team Leadership
• Global Delivery Management
• Resource Management

Technical Exposure

• Infrastructure Operations
• Cloud Operations
• Data Center Operations
• Enterprise Applications
• Application Support
• IT Operations