Sr Tower Lead (Support & Operations)

HCL Technologies Limited; Lucknow; On-site; INR 750,000 - 1,200,000; Full time

Job summary

HCL Technologies Limited in Lucknow seeks an operations specialist to ensure escalations are resolved and reports are delivered per the SOW, enabling organizational initiatives. The role emphasizes maintaining service quality and customer focus in a fast‑paced environment.

The position targets revenue generation at tower level EE & EN, strict SLA adherence, and ongoing process improvements, including automation and self‑driven initiatives to drive profitability and client satisfaction.

Responsibilities

• To ensure generation of tower level EE & EN revenue
• To ensure that all responsibilities, tasks and escalations/crisis are closed as per agreed SLA norms
• To manage Operational Hygiene, validate reports and ensure that services are provided as per agreed SOW
• To ensure positive customer satisfaction and develop new initiatives/frameworks to improve the same
• To manage and implement Profit Improvement Plan (PIP) through levers like Automation & self-driven initiatives

Job description

To ensure all escalations are resolved as per agreed norms, provide reports & services as per SOW; effectively implement organizational initiatives.

Key Responsibilities

• 1. To ensure generation of tower level EE & EN revenue
• 2. To ensure that all responsibilities, tasks and escalations/crisis are closed as per agreed SLA norms
• 3. To manage Operational Hygiene, validate reports and ensure that services are provided as per agreed SOW
• 4. To ensure positive customer satisfaction and develop new initiatives/ frameworks to improve the same
• 5. To manage and implement Profit Improvement Plan (PIP) through levers like Automation & self-driven initiativesÂÂÂÂÂÂ

At HCLTech, you'll supercharge your potential. You'll find your career. And you'll find your spark. All at a place that knows that helping its customers stay on top starts by putting its people first.

HCLTech is a global technology company, home to more than 223,000 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. We work with clients across all major verticals, providing industry solutions for Financial Services, Manufacturing, Life Sciences and Healthcare, Technology and Services, Telecom and Media, Retail and CPG, and Public Services. Consolidated revenues as of 12 months ending June 2026totaled $14.8billion.