Subject Matter Expert (Support&Ops)

HCLTech; India; On-site; INR 2,500,000 - 4,000,000; Full time

Job summary

HCL Technologies Limited in India is seeking a hands-on DC Operations Technical Lead to provide technical leadership for a 24x7 enterprise infrastructure environment. The role will lead operational stability, monitoring, incident response, technical escalation, documentation quality, automation and team capability development across DC Ops and adjacent ICC functions.

You will mentor engineers, create runbooks, coordinate with NOC, MIM, Network, Server, Storage and Cloud teams, and drive

Qualifications

• 7+ years in Infrastructure or Data Centre Operations, including 3+ years as a Technical Lead or senior SME.
• Hands-on knowledge of Windows/Linux servers, VMware, storage, backup and networking fundamentals.
• Experience with enterprise monitoring/event-management tools and ITSM platforms such as ServiceNow.
• Strong understanding of Incident, Problem, Change, Event and Knowledge Management processes.

Responsibilities

• Provide technical leadership and act as the senior escalation point for the 24x7 DC Ops team.
• Oversee infrastructure monitoring, event validation, alert triage, shift handovers and SLA adherence.
• Lead technical response for P1/P2 incidents, support major incident bridges and drive timely service restoration.
• Own and maintain runbooks, SOPs, troubleshooting guides and KEDB articles; reduce dependency on SMEs.
• Mentor Shift Leads and engineers, conduct technical assessments and drive cross-skilling and certification.
• Partner with NOC, MIM, Network, Server, Storage, Backup, Cloud, Application and other resolver teams.
• Drive automation, proactive remediation, monitoring improvements, problem management and operational efficiency.
• Support operational governance through daily health reviews, risk tracking, RCA actions and service reporting.

Skills

Windows/Linux servers

VMware

Storage

Backup

Networking fundamentals

Monitoring tools

Scripting

PowerShell

Python

ITSM (ServiceNow)

Tools

ServiceNow

Job description

Requisition ID186760-Posted11/03/2026

India | Data Centre Operations / Integrated Command Centre | 24x7 Operations

Role Summary:

We are seeking a hands-on DC Operations Technical Lead to provide technical leadership for a 24x7 enterprise infrastructure environment. The role will lead operational stability, monitoring, incident response, technical escalation, documentation quality, automation and team capability development across DC Ops and adjacent ICC functions.

Key Responsibilities:

• Provide technical leadership and act as the senior escalation point for the 24x7 DC Ops team.
• Oversee infrastructure monitoring, event validation, alert triage, shift handovers and SLA adherence.
• Lead technical response for P1/P2 incidents, support major incident bridges and drive timely service restoration.
• Own and maintain runbooks, SOPs, troubleshooting guides and KEDB articles; reduce dependency on individual SMEs.
• Mentor Shift Leads and engineers, conduct technical assessments and drive structured cross-skilling and certification.
• Partner with NOC, MIM, Network, Server, Storage, Backup, Cloud, Application and other resolver teams.
• Drive automation, proactive remediation, monitoring improvements, problem management and operational efficiency.
• Support operational governance through daily health reviews, risk tracking, RCA actions and service reporting.

Required Skills & Experience:

• 7+ years of experience in Infrastructure or Data Centre Operations, including 3+ years as a Technical Lead or senior SME.
• Strong experience supporting 24x7 enterprise environments and handling complex incidents and escalations.
• Hands-on knowledge of Windows/Linux servers, VMware, storage, backup, networking fundamentals and data centre infrastructure.
• Experience with enterprise monitoring/event-management tools and ITSM platforms such as ServiceNow.
• Strong understanding of Incident, Problem, Change, Event and Knowledge Management processes.
• Experience creating runbooks, delivering KT, assessing engineers and developing technical capability.
• Good scripting or automation knowledge, preferably PowerShell or Python.
• Excellent troubleshooting, stakeholder communication and cross-team coordination skills.

Preferred Qualifications:

ITIL Foundation; VMware, Microsoft, Linux or Cloud certifications; experience in retail, NOC, Command Centre or ICC environments.

What Success Looks Like:

Improved service stability, stronger monitoring coverage, reduced MTTR and repeat incidents, current operational documentation, higher team certification levels, lower SME dependency and measurable automation benefits.