Role Overview:

 

The Lead will operate within a strategic client environment, leading production activities and managing incidents, user support, and project management. The role requires balancing integration into the client’s organization with adherence to HCLTech’s governance and delivery frameworks.

 

Job Summary

The Tower Lead for Support & Operations plays a critical role in ensuring the efficient management of escalations and operational activities within the Microsoft Identity Manager and Active Directory frameworks. This position is integral to delivering services as per the Statement of Work (SOW), enhancing customer satisfaction, and driving continuous improvement through innovative initiatives.

 

Key Responsibilities

1. Oversee The Management of Microsoft Identity Manager and Active Directory Operations to Ensure Timely Resolution of Escalations and Compliance with Sla Commitments.

2. Validate And Generate Operational Reports Using Oracle Identity Manager Tools, Ensuring Alignment with Performance Metrics and Service Delivery Standards.

3. Facilitate Operational Hygiene by Conducting Regular Audits and Assessments of Service Quality, Ensuring Adherence to the Sow and Operational Guidelines.

4. Drive Customer Satisfaction Initiatives by Developing and Implementing Frameworks That Enhance Service Delivery and Client Engagement.

5. Lead The Execution of the Profit Improvement Plan (Pip) By Identifying Automation Opportunities Within Microsoft Identity Manager and Promoting Self-Driven Initiatives to Optimize Operational Efficiency.

 

Skill Requirements

1. Expertise In Microsoft Identity Manager Active Directory Administration.

2. Proficient In Oracle Identity Manager and Its Integration with Identity Governance Practices.

3. Strong Analytical Skills with the Ability to Validate and Interpret Operational Data and Reports.

4.Strong grasp of Agile, SDLC, and enterprise IT.

5.Stakeholder management across organizations.

6.Proficiency in Power BI, Tableau, Active Directory, MS Azure, Citrix, and networking (TCPIP, DHCP).

7.ITIL certification or equivalent is a plus.

8.Strong experience in support and incident management.

 

Certification

1. Optional But Valuable Certifications: Microsoft Certified: Identity and Access Administrator Associate, Oracle Identity Management Certified Implementation Specialist.

 

Additional Requirement

Hybrid Working three days from onsite

 

Language

French and English

 

Years of experience

Total experience: 5+

 

Benefits

A supportive, diverse and global team with a brilliant culture.Competitive compensation and benefitsEmployee benefits are regulated by an internal policy that contains full details regarding the entitlement and conditions for the benefits as per the law of the land.Great opportunities to make the role your own, upskill yourself and get involved with exciting projects.Total 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, Women Connect, Sparks – Engagement Champion to name a few.To know more about us visit – www.hcltech.com