Operational Specialist

We are a $13+ billion global technology company, home to more than 224,000 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.

HCLTech is a globally recognized leader in the Tech and IT industry, but we’ve never forgotten the startup mindset that got us here. We’ve always approached our work with an idea-first attitude because every one of our accomplishments —no matter how big or small —can be traced back to an idea’s single spark.

It’s that spark —that inner drive —that sets our people apart from our competitors. It enables us not just to pull off game-changing feat after game-changing feat but to better our world in the process. We want you to find your spark. Because that’s what drives you to be better, be more and ultimately, be more fulfilled.

Location: London

Role Summary:

Lead the establishment and operation of the Experience Management Office (XMO), driving strategic initiatives to enhance EUC performance, automation, and user experience across client's global footprint.

Technical Responsibilities:

• Architect and implement the XMO operating model aligned with EUC transformation goals.
• Integrate data sources including ServiceNow, Entra ID, Lakeside SysTrack, zScaler, Tanium, Intune into a centralized data lake.
• Define KPIs for user experience scoring, anomaly detection, and zero-touch incident resolution.
• Oversee development of dashboards and reporting interfaces using Power BI/Tableau.
• Conduct gap analysis on telemetry and feedback data to identify improvement areas.
• Collaborate with client stakeholders to align XMO outputs with business objectives.

Technical Requirements:

• 10+ years in IT operations, with 3+ years in EUC/XMO leadership.
• Deep understanding of EUC architecture including VDI, AVD, Citrix, Windows 10/11, MacOS, iOS.
• Experience with enterprise tools: ServiceNow, SysTrack, Tanium, Intune, JAMF, zScaler.
• Familiarity with data lake architecture and analytics platforms.
• Strong knowledge of automation frameworks and incident management workflows.

Benefits

• A supportive, diverse and global team with a brilliant culture.
• Competitive compensation and benefits that includes vacation per year, various insurances like Term life and Business Travel insurance. These are apart from the statutory benefits applicable in the country. Employee 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