Track Manager - Program & Project Management

Job Summary

The Technical Operations Manager will act as the central point of contact for all Data Center (DC) operational tracks, providing end‑to‑end oversight across compute, storage, backup, network, and platform services within the DFS landscape. The role is accountable for operational governance, cross‑tower coordination, service stability, and SLA adherence, while driving proactive risk identification, incident and problem management, and service improvement initiatives. The manager will interface with customer stakeholders, internal delivery teams, and vendors to ensure seamless operations, effective communication, and clear ownership across DC services, while ensuring compliance with HCL ITSM processes, security standards, and customer governance requirements.

Key Responsibilities

Act as the single point of contact for end‑to‑end Data Center (DC) operations across all tracks including compute, storage, backup, network, virtualization, and platform services within DFS. Provide operational governance and cross‑tower coordination to ensure service stability, SLA adherence, and effective issue resolution. Own and drive major incident, problem, and escalation management, including customer communication, RCA governance, and corrective action tracking. Lead service reviews, risk assessments, and operational reporting, ensuring transparency on performance, risks, and improvement actions. Ensure adherence to HCL ITSM, change, security, and compliance standards, and support audits and customer governance forums. Drive continuous service improvement, operational efficiencies, and standardization across DC services, working closely with internal teams and OEM/vendor partners.

Skill Requirements

Strong experience in Data Center Operations management covering compute, storage, backup, network, virtualization, and heterogeneous platforms. Solid understanding of ITIL processes, incident/problem/change management, and service governance models. Proven ability to manage cross‑functional technical teams and coordinate across multiple service towers. Strong stakeholder management and customer‑facing communication skills, including handling senior customer escalations. Experience in operational reporting, SLA/KPI tracking, and driving service improvement initiatives. Hands‑on exposure to enterprise DC technologies and environments is preferred.

Other Requirements

Ability to operate in 24x7 enterprise operations environments with flexibility to support escalations and critical situations. Strong ownership mindset with the ability to work under pressure and manage multiple priorities. Experience working in global delivery models and coordinating with geographically distributed teams. Good documentation skills for SOPs, governance decks, RCA, and audit artifacts