Tower Lead (Support & Operations)

HCL Technologies Limited; Dadri; On-site; INR 1,200,000 - 2,400,000; Full time

Job summary

HCLTech in India seeks a professional to ensure timely resolution of escalations, deliver reports, and implement initiatives under the SOW. You will also drive improvements across delivery and customer satisfaction in a large, global technology environment.

Key areas include overseeing revenue, closing escalations per SLA, validating reports, and leading Profit Improvement Plan through automation and self-driven initiatives. This role emphasizes people-first culture and scalable processes.

Responsibilities

• Ensure generation of tower level EE & EN revenue.
• Close all escalations/crises as per SLA norms.
• Oversee operational hygiene, validate reports and ensure services per SOW.
• Promote positive customer satisfaction and develop new initiatives/frameworks.
• Oversee and implement Profit Improvement Plan through automation and self-driven initiatives.

Job description

To ensure timely resolution of escalations according to agreed-upon norms, deliver reports and services as outlined in the SOW, and 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 oversee Operational Hygiene, validate reports and ensure that services are provided as per agreed SOW
• 4. To promote positive customer satisfaction and develop new initiatives/ frameworks to improve the same
• 5. To oversee and implement Profit Improvement Plan (PIP) through levers like Automation & self-driven initiatives

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 230,000 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 September2026totaled $14.8billion.