Track Lead (Support & Operations)

Job description

Owns the operational bridge between the service desk and the network operations providers. The role makes sure that every incident raised by monitoring is correctly logged, owned by a named group, routed for onsite checks where those are needed, and driven to resolution against the committed service levels. It is an integration and ticket-quality role: the monitoring platforms themselves are owned elsewhere. Key Responsibilities KEY RESPONSIBILITIES • Operate the documented integration process for incidents triggered by the network operations providers, including those requiring onsite primary checks. • Ensure correct logging, routing and ownership of every monitoring-originated incident, including assignment to the appropriate onsite support group. • Maintain alignment with the network operations provider's own process, including ticket linkage and the agreed coordination mechanism between the two ticketing estates. • Verify the validity of incoming requests and enforce correct ticket status management, so that reported progress reflects reality. • Coordinate and monitor resolution activity with infrastructure teams and third parties, applying escalation where there is delay or a blocking situation. • Own the event management and technical alert mail channels as service desk intake routes, including alert-to-ticket correlation and the suppression of duplicate and low-value noise. • Monitor the monitoring-originated queues, hand high priority candidates into the major incident process without delay, and apply backlog management to what remains. • Coordinate dispatch of onsite resource where remote resolution is not possible, and track it to completion. • Report on integration volumes, rejection and misrouting causes, and correlation quality; propose process and tooling improvements and see approved actions through to closure Skill Requirements ESSENTIAL • Five or more years in IT operations, a network operations centre, or event and monitoring management. • Practical ownership of alert-to-incident correlation and ticket linkage spanning two supplier ticketing estates. • Strong grasp of incident, event and escalation management practice. • BMC Helix ITSM or an equivalent enterprise ITSM platform; monitoring and alerting toolchains. • Coordination of onsite dispatch and field support activity to closure. • Fluent professional English, and the confidence to escalate across supplier management lines. KEY COMPETENCIES DESIRABLE • ITIL 4 Foundation or Managing Professional. • Experience in a multi-supplier or integrated service management environment. • Automation of alert triage and enrichment. • Network, server or infrastructure background. • Exposure to industrial or restricted-access site constraints. • Reporting and dashboarding skills for operational analytics. Ownership – holds a ticket to closure across organisational boundaries. Judgement – separates a real event from noise and escalates on the evidence. Coordination – keeps several parties moving on one incident without losing the thread. Rigour – insists on accurate ticket status rather than optimistic status. Communication – concise written updates suitable for management and supplier audiences. EDUCATION AND ADDITIONAL INFORMATION Bachelor's degree in a technical discipline or an equivalent qualification. Detailed workflows, ticketing rules and operational procedures for the integration are held in the quality assurance documentation and take precedence over this description where the two differ. The role covers integration, ticket quality, ownership and progression; accountability for the monitoring platforms and for the network estate itself sits with the respective owning teams. Other Requirements Other Requirement : L3 - SD MONITORING & NOC INTEGRATION LEAD Apply now Information at a Glance Why HCLTech? At HCLTech, you'll supercharge your potential. You'll find your career. And you'll find your spark. All at a place that knows that helping its customers stay on top starts by putting its people first. HCLTech is a global technology company, home to more than 223,000 people across 60 countries, delivering industry-leading capabilities centered around digital, engineering, cloud and AI, powered by a broad portfolio of technology services and products. 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