Technical Operations II

The Technical Service Coordinator is responsible for coordinating and managing HCI technical service delivery to clients with a strong emphasis on customer satisfaction, meeting client expectations, and ensuring seamless, escalation‑free service operations. The role requires close collaboration with technical teams to ensure that all services are delivered according to agreed standards, SLAs, and quality benchmarks.

Job Responsibilities

* Coordinating Service Delivery

• Ensure end‑to‑end coordination of technical service delivery with internal teams, guaranteeing that all client deliverables are completed on time, within scope, and aligned with customer expectations.
• Proactively identify risks or delays and take corrective actions to prevent service disruptions or escalations.

* Managing Customer Relationships

• Act as the primary point of contact for clients, ensuring clear communication, timely updates, and consistent follow‑through on all service requests.
• Address client queries, concerns, and incidents promptly, ensuring high satisfaction levels and preventing issues from escalating.
• Build strong, trust‑based relationships by understanding client needs and ensuring services consistently meet or exceed expectations.

* Monitoring Service Performance

• Track and analyse service performance metrics (SLAs, OLAs, KPIs) to ensure delivery quality and customer satisfaction.
• Identify service gaps, recurring issues, or performance risks and implement improvements to maintain zero‑escalation service delivery.
• Conduct regular service reviews with clients and internal teams to ensure alignment and continuous improvement.

* Reporting and Documentation

• Maintain accurate and up‑to‑date documentation, including service reports, incident logs, RCA reports, and performance dashboards.
• Provide clients and management with clear, timely reports on service performance, highlighting achievements, risks, and improvement actions.

* Continuous Improvement

• Identify opportunities to enhance service delivery processes, customer experience, and operational efficiency.
• Recommend and implement process improvements that reduce incidents, improve response times, and strengthen customer satisfaction.

Analytical / Decision‑Making Responsibilities

• Own the work planning process and ensure tasks are assigned to the right team members based on skills and availability.
• Delegate planning responsibilities when needed while maintaining accountability for service quality and customer commitments.
• Collaborate with the team leader to define staffing roles (standby, front office duty, etc.) and ensure adequate capacity to meet client expectations.
• Escalate potential risks, capacity issues, or service concerns early to prevent customer impact.
• Ensure all processes follow operational standards and documentation is maintained to support consistent, high‑quality service delivery.
• Prioritize work based on business impact and customer urgency:
  • Priority 1 incidents and urgent changes
  • Production work, incidents, standard changes, and committed project tasks
  • Problems, planned changes, and other scheduled work
  • New projects and transitions

Job Requirements

• Strong communication and client‑facing skills with the ability to manage expectations and maintain customer satisfaction.
• Experience in infrastructure delivery services and related technologies.
• Ability to collaborate effectively with technical teams to ensure smooth service execution.
• Deep understanding of service delivery processes, SLAs, OLAs, KPIs, and quality metrics that drive customer satisfaction.
• Required to work from 1 PM to 10 PM IST, with flexibility to support night shifts when needed.

Other Requirements

• English - Business Fluent
• Additional languages are an asset

Certification Requirements

• IT technical certifications in Infrastructure, Cloud, or related technologies are a plus.
• ITIL v4 and ITIL v4 Practices preferred.