Assistant General Operations Manager

2 weeks ago


Madera, California, United States HCL Technologies Full time

Job Overview:

As an Assistant General Operations Manager at HCL Technologies, you will play a pivotal role in overseeing operational efficiency and enhancing customer satisfaction.

Key Responsibilities:
1. **Performance Tracking:** Monitor operational performance and document the Reason For Outage (RFO).
2. **Triage Initiation:** Begin the triage process by conducting initial diagnostics, which includes reviewing automation findings and performing manual validations.
3. **Incident Management:** Manage and reference all related incidents during a High Level Outage (HLO).
4. **Communication:** Provide clear instructions to customers for troubleshooting their equipment and maintain regular updates on incident statuses.
5. **Vendor Collaboration:** Lead or participate in conference calls with vendors and internal teams to resolve issues.
6. **Customer Engagement:** Participate in customer service reviews and provide insights for postmortem evaluations.
7. **Team Management:** Ensure all responsibilities and project deliverables are met within Service Level Agreements (SLAs) through effective team oversight and monthly assessments.

Required Skills:
- A Bachelor’s degree is preferred, or equivalent relevant experience.
- Exceptional customer service and support capabilities.
- Strong written and verbal communication skills.
- CCNA certification is preferred.

Goals:
1. Implement strategies to enhance productivity and improve account retention.
2. Analyze budget versus actual costs and strategize to minimize deviations.
3. Ensure high levels of customer satisfaction and retention for accounts due for renewal.
4. Drive revenue generation at the account level and manage the absorption of new talent as per defined targets.

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