Tower lead

Job SummaryLocation: ParisSkills: IT Process EngineeringSecondary Skills:FUNCTIONAL CONSULTANTITSM PlatformITSM PlatformITSM PlatformITSM PlatformNo. of positions:1About HCLTechHCLTech is a global technology company, spread 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. We re powered by our people a global, diverse, multi-generational talent - representing 161 nationalities whose unique spark, perspective and boundless passion drive our culture of proactive value creation and problem-solving.Our purpose is to bring together the best of technology and our people to supercharge progress for everyone, everywhere our clients, partners, their stakeholders, communities, and the planet. As a company, we are deeply focused on accelerating our ESG agenda. We are also creating technology-enabled sustainable solutions with and for our clients and partners. We embed ESG imperatives into every aspect of our business and ensure that the progress we supercharge is responsible, inclusive and beneficial to all our stakeholders in the long term. We have committed to achieving net zero by 2040.To learn more about how we can supercharge progress for you, visit www.hcltech.comTwr Lead-ChangeMgmt, ITIL, SNOWAdmin/SuppThe Tower Lead for Tools & Automation is crucial for driving effective change management and ITIL processes within the organization. This role ensures the timely resolution of escalations, adherence to service level agreements, and the successful implementation of strategic initiatives to enhance operational efficiency and customer satisfaction.Key ResponsibilitiesEnsure the generation of tower-level revenue by implementing best practices in change management and ITIL, aligning operational goals with financial performance.Oversee and ensure closure of all responsibilities, tasks, and escalations in accordance with agreed SLA norms by leveraging tools such as ServiceNow and BMC Remedy.Validate operational reports and maintain operational hygiene, ensuring that services are delivered as per the Statement of Work (SOW) while continuously identifying areas for improvement.Promote positive customer satisfaction by developing and implementing new initiatives and frameworks in change management and ITIL processes.Implement the profit improvement plan (PIP) by utilizing automation tools and self-driven initiatives, driving efficiencies and cost savings across service delivery.Skill RequirementsIn-depth knowledge of change management methodologies and ITIL best practices.Proficiency in ServiceNow, BMC Remedy, and CA Service Desk for effective service management.Strong analytical skills for validating reports and operational performance metrics.Excellent communication and leadership skills to drive customer satisfaction and team performance.CertificationITIL certification is required.Change Management certification is optional but valuable.Why Join UsAt HCL Technologies, we promise many varied opportunities for you to learn, along with the potential to do innovative, interesting work, and to fast track your career. You will have access to the Global clients and team from some of the most experienced leaders in the tech industry who will enable you to get on the fast track to a rewarding tech career. HCL Technologies offers the leadership, flexibility, and people-friendly work culture to enrich the life of an employee and of those around them - to find greater stability, purpose, and growth both personally and professionally.We encourage our people to try things differently, provide them with the freedom to explore, opportunities to grown, and experiment while offering intensive training and on-the-job coaching opportunities. Our people take pride in their enthusiasm and commitment to go beyond. And we celebrate this collective pride. Below are few of the benefits and perks:Global careers and mobilityA flexible (remote) working environment with work‑life balanceGreat opportunities to make the role your own, upskill yourself and get involved with exciting projectsTotal wellbeing is our focus. Alongside your professional excellence, you join the likeminded colleagues to create a larger impact within the company and society at large in your chosen area of passion - CSR Council, Diversity Council, Sparks – Engagement Champion to name a few #J-18808-Ljbffr