Senior Administrator - Program & Project Management

Logistics, Sales & Operations · Sales & Business Development · Sales Operations · Business Analysis

In short

Process & Operations Analyst — Service Management (Processes) at HCLTech in Gautam Buddha Nagar, Uttar Pradesh. Responsibilities include producing and publishing performance indicators, maintaining SLM calculation methodology, automating SLA indicator production from BMC Helix, and performing data quality assurance for CMDB and SLA data.

Responsibilities

Produce, validate, and publish Performance Indicator (PI) calculations monthly (CSL, KPI, XLA).
Maintain and continuously improve SLM calculation methodology.
Automate SLA indicator production from BMC Helix data.
Perform monthly trend analysis and reporting on tickets (distribution, status, processing times).
Daily raw indicator calculation and publishing.
Calculate and present Service Credits to Steering Committee.
Maintain process documentation: operating procedures, templates, and process flows.
Perform data quality assurance for CMDB and SLA data inputs from BMC Helix.

Requirements

Experience with BMC Helix for SLA indicator production.
Familiarity with CMDB and SLA data inputs.
Ability to produce, validate, and publish Performance Indicator (PI) calculations.
Skill in maintaining and improving SLM calculation methodology.
Experience in trend analysis and reporting on tickets.
Proficiency in process documentation.

Benefits

Supercharge your potential.
Find your career.
Find your spark.
A place that knows that helping its customers stay on top starts by putting its people first.

Skills

BMC HelixCMDB

#Process#Operations#Service Management#Performance Indicator#SLA#KPI#XLA#CMDB

About HCLTech

Supercharging progress through technology and innovation

HCLTech is a global technology company, home to 219,000+ people across 54 countries, delivering industry-leading capabilities centered around digital, engineering and cloud, 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 September 2022 totaled $12.1 billion. To learn how we can supercharge progress for…

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