HCL’s global delivery center in Krakow was established in 2007. It works with several Fortune 500 firms, primarily offering multilingual global technical support. Today, we assist more than 65 customers in 25 different languages and are present in Krakow and Wroclaw.
HCL Technologies helps global enterprises reimagine their businesses for the digital age. Through innovative technology solutions built around Digital, IoT, Cloud, Automation, Cybersecurity, Analytics, Infrastructure Management and Engineering Services, amongst others, we solve complex business problems for our clients. We are a ‘next-generation’ technology firm, driven by a unique Mode 1-2-3 strategy that not only acts as our roadmap for the future, but also a powerful model for any enterprise looking to thrive in this age of disruption.
HCL operates out of 45 countries with over 149,000+ ideapreneurs from 140 nationalities and has consolidated revenues of USD 9.7 billion, for 12 Months ended 31st Dec 2019.
You will be responsible for:
- full ownership of P1 & P2 incidents, making sure resources and expertise are required to resolve the issue as quickly as possible;
- collaborate with engineers to resolve all Priority 1 &2 incidents;
- manage outages driving, coordinating and escalating major incidents;
- notify and update stake holders including internal management and customers of incident progress and executive summaries;
- collaborate across the business and vendors to get the incidents resolved within SLA;
- refine and improve operational metrics and processes to improve customer;
- reinforce process and identify knowledge gaps within the organization;
- assist operations manager in daily management tasks and reporting;
- report and manage role based reporting to the customer;
- mentoring / training team members;
- improves and maintains customer and employee satisfaction;
- work as part of a Follow the Sun support global support model.
You will be a good member of our team if you have:
- 5 to 10 years’ experience working within a reactive incident resolution focused organization (NOC or Technical Support environment);
- at least 3 years spent within a leadership role;
- past experience working as a Networking Engineer (3+ years);
- experience in working as part of a global support (follow the sun) model;
- Cisco CCNP and other industry standard networking certifications;
- ITIL v4;
- strong presence and be the active voice on the bridge with the ability to drive highly complex real time incident calls in front of the customer and other parties to resolution;
- excellent verbal and written communication skills (English);
- strong Prioritization skills;
- willingness to work from the office located in Kraków.
We offer:
- the opportunity to be exposed across the full breadth of technologies, working to resolve issues with ISP’s, leading networking market vendors and the chance to work on the very latest technologies such as SD-WAN, Nexus, Firepower, F5;
- the opportunity to provide support for one of the most recognizable company;
- real impact on building a new team;
- life insurance;
- private healthcare (for you and your family);
- multiSport Card (for you and your family);
- EAP (Employee Assistance Program);
- the multikafeteria platform;
- subsidy to language courses and holidays.