Track Lead - Miscrosoft Windows,Microsoft Servers RDS,Touch Services

HCL Technologies Limited; Greater Noida; On-site; INR 1,200,000 - 1,800,000; Full time

Job summary

HCLTech is seeking a Track Lead to manage Microsoft Windows, Microsoft Servers RDS, and Touch Services within a 24x7 NOC integration framework. The role focuses on ensuring incidents are logged, owned, and driven to resolution with strong coordination across OSS teams and third parties.

The ideal candidate has 5+ years in IT operations or NOC environments, with ITIL knowledge and fluent English. Onsite responsibilities, governance adherence, and SLAs guide daily work.

Qualifications

• 5+ years in IT operations, NOC, or event and monitoring management.
• Fluent professional English; comfortable escalating across supplier management lines.
• Experience with incident, event and escalation management under ITIL.

Responsibilities

• Operate the NOC Integration Process as defined in the QAP for Incidents triggered by NOC service providers requiring onsite primary checks.
• Ensure proper logging, routing and ownership of each NOC-originated Incident, including assignment to onsite support groups.
• Coordinate and monitor resolution activities with OSS teams and Third Parties; apply escalation in delays or blocking situations.
• Own the event management and alert channels, including alert-to-ticket correlation and noise reduction.

Skills

IT Operations

NOC Monitoring

Event Management

ITIL 4

English Proficiency

Tools

BMC Helix ITSM

Job description

Track Lead - Miscrosoft Windows,Microsoft Servers RDS,Touch Services Track Lead - Miscrosoft Windows,Microsoft Servers RDS,Touch Services India Job Description Track Lead - Miscrosoft Windows,Microsoft Servers RDS,Touch Services Gautam Buddha Nagar, Uttar Pradesh

Job Summary

Service Desk Monitoring & NOC Integration Lead Role code: SD_Monitoring_L3 | Level 3 | Service Desk Services – Event & NOC Integration Reports to Service window Tooling Service Desk Manager / Lead (SD Manager L3) 24x7 event coverage; P1/P2 continuous Location Interfaces HCLTech India NOC provider DTSSS onsite groups OSS teams BMC Helix ITSM event management technical alert mail ROLE PURPOSE Scope ref. Annex 2 §4.4.3 QAP NOC Integration Process Owns the operational integration between the Service Desk and the NOC service providers. Ensures that every Incident raised by monitoring is correctly logged, owned, routed for onsite primary checks where required, and driven to resolution in line with the agreed governance and Service Levels

Key Responsibilities

KEY RESPONSIBILITIES – CONTRACTUAL SCOPE Operate the NOC Integration Process as defined in the Quality Assurance Plan for Incidents triggered by NOC service providers requiring onsite primary checks (§4.4.3). Ensure proper logging, routing and ownership of each NOC-originated Incident, including assignment to the appropriate onsite support group (DTSSS). Maintain alignment with the NOC service provider process, including ticket linkage and the agreed coordination mechanisms between the two ticketing estates. Verify the validity of incoming requests and enforce correct ticket status management in line with agreed governance and SLA requirements. Coordinate and monitor resolution activities with OSS teams and relevant Third Parties; apply escalation in cases of delay or blocking situations. Own the event management and technical alert mail channels as Service Desk contact channels, including alert-to-ticket correlation and noise reduction (§4.2.1). Monitor Incident queues for monitoring-originated tickets, hand P1/P2 candidates into the Major Incident Management process, and apply backlog management. Report on NOC integration volumes, rejection and misrouting causes, and propose process and correlation improvements into the Continuous Improvement Plan. INDICATORS INFLUENCED BY THE ROLE

REF INDICATOR REQUIREMENT REF INDICATOR CSL-1 P1 response time CSL-14 Tickets transfer delay £ 30 min / 99% £ 25% of Incident SL / 98% CSL-2 P2 response time REQUIREMENT £ 1 hour / 98% CSL-18 Misrouting rate CSL-20 Dispatch request Next business day / 98% CSL-19 Reporting – Service Levels Detailed workflows, ticketing rules and operational procedures are defined in the QAP and prevail in case of divergence. SKILLS & EXPERIENCE ESSENTIAL 5+ years in IT operations, NOC, or event and monitoring management. DESIRABLE > 90% 48 business hours / > 90

Skill Requirements

SKILLS & EXPERIENCE ESSENTIAL 5+ years in IT operations, NOC, or event and monitoring management. DESIRABLE > 90% 48 business hours / > 90% ITIL 4 Foundation or Managing Professional. Experience in a SIAM multi-supplier operating model. Practical ownership of alert-to-incident correlation and ticket linkage across two supplier estates. Strong understanding of Incident, Event and Escalation management under ITIL. BMC Helix ITSM; monitoring and alerting toolchains; dispatch and onsite coordination. Fluent professional English; comfortable escalating across supplier management lines. ROLE NOTES Automation of alert triage and enrichment. Exposure to industrial or sensitive-site operational constraints. The role does not own the monitoring platforms themselves; accountability is for integration, ticket quality, ownership and progression of NOC-originated Incidents within the Service Desk scope

Other Requirements

Other Requirement : SD_Monitoring_L3 Information at a Glance

Why HCLTech?

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.