• Role Name - Group Technical Manager
• Experience Required – 16+ years in IT Infra and Application support operations
• Relevant Experience – Minimum 9+ Years in Management Role in handling Global customers with direct/indirect reporting (40+ resources)
• Experience of managing First level managers and technical leads
• Technical Skills - Infra(Data center) and App support background preferred
• Location - Resource will be required to work out of customer facility in Houston Texas - No exceptions

• Program Management Skills:
• Operational Oversight: Oversee daily operations of the team, ensuring all systems and applications are running smoothly
• Team Leadership: Lead and mentor a team of SREs/Observability engineers, fostering a collaborative and high-performance culture
• Customer Engagement: Act as the primary point of contact for customer escalations, ensuring timely and effective resolution of issues
• Incident Management: Coordinate and manage incident response activities, minimizing downtime and impact on business operations.
• Infrastructure Management: Ensure the underlying infrastructure (network, storage, compute) supports the application stack effectively
• Performance Monitoring: Implement and maintain monitoring tools to track system performance and identify potential issues proactively
• Continuous Improvement: Drive continuous improvement initiatives to enhance operational efficiency and service quality
• Stakeholder Communication: Regularly update stakeholders on operational status, incidents, and performance metrics
• Leadership and Strategic Planning: Ability to lead teams and develop strategic plans to improve operational efficiency.
• Crisis Management: Skilled in handling high-pressure situations and making quick, effective decisions.
• Data Analysis and Reporting: Strong analytical skills to interpret data and generate actionable insights.
• Compliance and Security: Knowledge of regulatory requirements and best practices in IT security and compliance.

• Technical skills (preferred)
• Automation and Scripting: Experience with automation tools (Ansible, Puppet, Chef) and scripting languages (Python, PowerShell, Bash).
• Database Management: Knowledge of database systems (SQL, NoSQL) and experience in database administration.
• DevOps Practices: Familiarity with CI/CD pipelines, containerization (Docker, Kubernetes), and infrastructure as code (Terraform).
• Monitoring and Logging: Expertise in monitoring tools (Nagios, Prometheus, Grafana) and logging solutions (ELK stack, Splunk).
• ITIL Framework: Understanding of ITIL processes and best practices for IT service management.
• Virtualization: Experience with virtualization technologies (VMware, Hyper-V).
• Backup and Recovery: Knowledge of backup solutions and disaster recovery planning.
• Security Management: Proficiency in implementing security measures, conducting vulnerability assessments, and managing security incidents.
• API Management: Experience with API integration and management, including RESTful and SOAP APIs.
• Observability Platforms: Proficiency in using observability platforms like New Relic, Datadog, or Dynatrace for infrastructure and application monitoring.
• Data Analysis: Ability to analyze observability data to identify performance bottlenecks and optimize system performance.
• Traceability: Experience with end-to-end traceability of applications and infrastructure to ensure seamless monitoring and troubleshooting.

Disclaimer

HCL is an equal opportunity employer, committed to providing equal employment opportunities to all applicants and employees regardless of race, religion, sex, color, age, national origin, pregnancy, sexual orientation, physical disability or genetic information, military or veteran status, or any other protected classification, in accordance with federal, state, and/or local law. Should any applicant have concerns about discrimination in the hiring process, they should provide a detailed report of those concerns to for investigation.

Compensation and Benefits

A candidate’s pay within the range will depend on their skills, experience, education, and other factors permitted by law. This role may also be eligible for performance-based bonuses subject to company policies. In addition, this role is eligible for the following benefits subject to company policies: medical, dental, vision, pharmacy, life, accidental death & dismemberment, and disability insurance; employee assistance program; 401(k) retirement plan; 10 days of paid time off per year (some positions are eligible for need-based leave with no designated number of leave days per year); and 10 paid holidays per year.