Tower Lead (Support & Operations)

HCL Technologies Limited; United States; On-site; USD 90,000 - 120,000; Full time

Job summary

HCL Technologies Limited is seeking a Tower Lead (Support & Operations) in the United States to drive escalations resolution, timely reporting, and delivery of services as defined in the SOW. The role focuses on maintaining service quality and aligning with organizational initiatives.

Responsibilities include ensuring tower-level EE & EN revenue, closing escalations within SLA norms, overseeing operational hygiene, and advancing customer satisfaction.

Responsibilities

Job description

Career Opportunities: Tower Lead (Support & Operations) (84549)

Requisition ID84549-Posted10/06/2026

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 initiativesÂÂÂÂÂÂ