At a Glance
- Tasks: Provide technical support and manage incidents for applications while mentoring junior team members.
- Company: Join HCLTech, a global leader in technology with a people-first culture.
- Benefits: Competitive salary, flexible shifts, and opportunities for professional growth.
- Other info: Dynamic work environment with 24x7 support across APAC, EMEA, and USA.
- Why this job: Make a real impact in tech while working with cutting-edge tools and diverse teams.
- Qualifications: 7-12 years of IT application support experience and strong knowledge of ITIL/SRE practices.
The predicted salary is between 63000 - 77000 £ per year.
- Provide technical support by handling and consulting on BAU, Incidents/emails/alerts for the respective applications.
- Perform post-mortem, root cause analysis using ITIL standards of Incident Management, Service Request fulfilment, Change Management, Knowledge Management, and Problem Management.
- Manage regional L2 team and vendor teams supporting the application. Ensure the team is up to speed and picks up the support duties.
- Build up technical subject matter expertise on the applications being supported including business flows, application architecture, and hardware configuration.
- Define and track KPIs, SLAs and operational metrics to measure and improve application stability and performance.
- Conduct real time monitoring to ensure application SLAs are achieved and maximum application availability (up time) using an array of monitoring tools.
- Build and maintain effective and productive relationships with the stakeholders in business, development, infrastructure, and third-party systems / data providers & vendors.
- Assist in the process to approve application code releases as well as tasks assigned to support to perform. Keep key stakeholders informed using communication templates.
- Approach support with a proactive attitude, desire to seek root cause, in-depth analysis, and strive to reduce inefficiencies and manual efforts.
- Mentor and guide junior team members, fostering technical upskill and knowledge sharing.
- Provide strategic input into disaster recovery planning, failover strategies and business continuity procedures
- Collaborate and deliver on initiatives and install these initiatives to drive stability in the environment.
- Perform reviews of all open production items with the development team and push for updates and resolutions to outstanding tasks and reoccurring issues.
- Drive service resilience by implementing SRE(site reliability engineering) principles, ensuring proactive monitoring, automation and operational efficiency.
- Ensure regulatory and compliance adherence, managing audits, access reviews, and security controls in line with organizational policies.
- The candidate will have to work in shifts as part of a Rota covering APAC and EMEA & USA hours providing 24x7 support.
In the event of major outages or issues we may ask for flexibility to help provide appropriate cover.
- Your skills and experience
- 7-12 years of experience in providing hands on IT application support.
- Experience in managing vendor team’s providing 24x7 support.
- Preferred
: Team lead role experience, Experience in an investment bank, financial institution.
- Bachelor’s degree from an accredited college or university with a concentration in Computer Science or IT-related discipline (or equivalent work experience/diploma/certification).
- Preferred
: ITIL v3 foundation certification or higher.
- Knowledgeable in cloud products like Google Cloud Platform (GCP) and Kubernetes and hybrid applications.
- Strong understanding of ITIL /SRE/ DEVOPS best practices for supporting a production environment.
- Understanding of production KPIs, SLO, SLA and SLI.
- Monitoring Tools: Knowledge of Elastic Search, Control M, Grafana, Geneos, Open Shift, Prometheus, Google Cloud Monitoring, Airflow, Splunk.
- Working Knowledge of creation of Reporting Dashboards and reports for senior management
Key Responsibilities
Key responsibilities
- Provide technical support by handling and consulting on BAU, Incidents/emails/alerts for the respective applications.
- Perform post-mortem, root cause analysis using ITIL standards of Incident Management, Service Request fulfilment, Change Management, Knowledge Management, and Problem Management.
- Manage regional L2 team and vendor teams supporting the application. Ensure the team is up to speed and picks up the support duties.
- Build up technical subject matter expertise on the applications being supported including business flows, application architecture, and hardware configuration.
- Define and track KPIs, SLAs and operational metrics to measure and improve application stability and performance.
- Conduct real time monitoring to ensure application SLAs are achieved and maximum application availability (up time) using an array of monitoring tools.
- Build and maintain effective and productive relationships with the stakeholders in business, development, infrastructure, and third-party systems / data providers & vendors.
- Assist in the process to approve application code releases as well as tasks assigned to support to perform. Keep key stakeholders informed using communication templates.
- Approach support with a proactive attitude, desire to seek root cause, in-depth analysis, and strive to reduce inefficiencies and manual efforts.
- Mentor and guide junior team members, fostering technical upskill and knowledge sharing.
- Provide strategic input into disaster recovery planning, failover strategies and business continuity procedures
- Collaborate and deliver on initiatives and install these initiatives to drive stability in the environment.
- Perform reviews of all open production items with the development team and push for updates and resolutions to outstanding tasks and reoccurring issues.
- Drive service resilience by implementing SRE(site reliability engineering) principles, ensuring proactive monitoring, automation and operational efficiency.
- Ensure regulatory and compliance adherence, managing audits, access reviews, and security controls in line with organizational policies.
- The candidate will have to work in shifts as part of a Rota covering APAC and EMEA & USA hours providing 24x7 support.
In the event of major outages or issues we may ask for flexibility to help provide appropriate cover.
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.
We work with clients across all major verticals, providing industry solutions for Financial Services, Manufacturing, Life Sciences and Healthcare, Technology and Services, Telecom and Media, Retail and CPG, and Public Services.
Consolidated revenues as of 12 months ending June 2026totaled $14.8billion.
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Track Lead in Birmingham employer: HCL Technologies Limited
As a Track Lead in MDM Intune, you will join a forward-thinking organisation that prioritises employee growth and development, offering access to higher education programmes and skills resources. Our collaborative work culture fosters innovation and ensures that your contributions directly enhance the stability and security of our endpoint ecosystem, impacting nearly all users across the enterprise. With generous personal time off and family benefits, we are committed to supporting a balanced and fulfilling work-life experience.
StudySmarter Expert Advice🤫
We think this is how you could land Track Lead in Birmingham
✨Join the IT Consultancy Buzz
Get involved in local or virtual IT consultancy meetups and forums. This is where we can rub shoulders with industry professionals, get insights into what HCL Technologies Limited values, and even spot unadvertised opportunities. Don't miss out on these chances to make a name for ourselves in the IT world!
✨Show Off Your Skills
Create a personal project or case study relevant to the challenges HCL Technologies Limited might face. Use platforms like GitHub or Medium to share your findings. This not only demonstrates our consulting skills but shows a proactive attitude, making us stand out from the crowd when applying for that full-time gig.
✨Leverage LinkedIn for Connections
Follow and engage with the relevant thought leaders and influencers in IT consultancy on LinkedIn. Share insightful content and join discussions to gain visibility. A well-placed comment or shared article could catch the attention of someone at HCL Technologies Limited!
✨Direct Apply to HCL Technologies Limited
Let's not forget to apply directly through the HCL Technologies Limited website! Tailor your application to showcase our understanding of their consulting style and how we can contribute to their projects. A personalised approach can make a huge difference in landing that full-time position!
We think you need these skills to ace Track Lead in Birmingham
Some tips for your application 🫡
Showcase Your Problem-Solving Skills:In IT consulting, it's all about problem-solving, so make sure your CV highlights your analytical skills and any relevant projects you've tackled. Mention specific technologies or methodologies you've used to resolve issues or improve processes; this shows you can think critically and deliver results, which is vital for us at HCL Technologies Limited.
Highlight Relevant Certifications:Certifications like ITIL, PMP, or even specific tech stack qualifications can really make you stand out. Make sure to include these in your CV, as they not only demonstrate your expertise but also your commitment to staying current in the field. We love seeing candidates who are proactive about their professional development!
Tailor Your Cover Letter:Your cover letter is your chance to connect personally with us at HCL Technologies Limited. Share stories about your experiences in IT consulting, and how they shaped your desire to join our team. Mention why you’re excited about this particular role, and how you see yourself contributing to our projects.
Keep It Clear and Concise:We're all busy, so make sure your application is easy to read. Use bullet points for key achievements, and don’t overload us with jargon. A clean, professional layout goes a long way. Remember, the clearer your application, the more likely we are to invite you in for an interview!
How to prepare for a job interview at HCL Technologies Limited
✨Brush Up on Your Technical Skills
For an IT consulting role, be ready to demonstrate your technical prowess. You might face questions on systems integration, cloud technologies, or even troubleshooting specific software. If you have experience with tools like AWS, Azure, or even specific programming languages, make sure you can talk about them fluently.
✨Showcase Your Problem-Solving Approach
IT consulting is all about solving problems for clients. Think about how you can illustrate your approach to a past challenge using the STAR method (Situation, Task, Action, Result). It's a great way to show how you tackle complex issues and come up with effective solutions.
✨Know the Business Impact of IT Solutions
When discussing your experiences, focus not just on the tech solutions you implemented, but also on their business impact. Employers want to see that you can connect IT with organisational goals. Prep examples that highlight how your tech contributions improved efficiency or reduced costs for past clients or projects.
✨Prepare for Behavioural Questions
Since IT consulting often involves teamwork and client interactions, expect behavioural questions that assess your interpersonal skills. Be prepared with examples that demonstrate your adaptability, communication skills, and how you handle client feedback. Before the interview, think of situations where you worked closely with clients to create effective IT strategies or changes.
