Note: The job is a remote job and is open to candidates in USA. HCLTech is a global technology company delivering digital, engineering, cloud, and technology services. The Operations Manager will govern the performance and operational excellence of regional data center deployment sites, ensure SLA compliance, manage L3 Site Leads, oversee staffing and safety, and handle operational escalations.
Responsibilities
- Own SLA performance for all assigned sites; monitor daily progress against targets (Transponder, Terminal, Migration, Cross-Connect timelines)
- Identify at-risk workstreams early and drive corrective action through L3s
- Conduct root-cause analysis on SLA misses; implement and track corrective actions
- Ensure Right-First-Time-Fix (RTFT) standards are maintained across the region
- Directly manage L3 Site Leads; conduct regular 1:1s, coaching sessions, and performance reviews
- Set clear expectations for L3 accountability (execution quality, team leadership, safety)
- Own first-line performance management: coaching plans, documented feedback, escalation of HR matters
- Support level advancement decisions provide performance data and readiness assessments to Service Delivery Manager
- Ensure L3s stay in execution mode and are properly supported by Deployment Project Managers
- Serve as the primary escalation point for L3s on operational blockers, prioritization conflicts, and cross-site resource needs
- Make prioritization decisions within established guidelines; escalate to Service Delivery Manager when conflicts affect multiple regions or SLA risk is systemic
- Route client-facing escalations, overtime approvals, and headcount/commercial issues to Service Delivery Manager
- Monitor staffing levels against demand; flag gaps or surpluses to Service Delivery Manager
- Approve timesheets via L3 delegation; ensure accuracy and compliance
- Coordinate with Back-end PM on PTO coverage, travel logistics, and compliance training status
- Participate in hiring decisions for L3s and technicians within region
- Enforce SOW scope boundaries ensure team does not absorb out-of-scope work without proper escalation
- Ensure data integrity in operational and deployment tracking systems
- Participate in weekly team syncs, daily standups, and governance meetings
- Identify process improvement opportunities; propose changes through proper channels
- Ensure all sites maintain zero-incident safety records
- Reinforce safety protocols and compliance through L3s
- Immediately escalate any safety incidents or near-misses
Skills
- 5+ years of operations management experience in data center, telecommunications, or critical infrastructure environments
- Proven track record managing frontline supervisors/leads (not just individual contributors)
- Direct experience with SLA-driven service delivery models
- Strong understanding of workforce planning, scheduling, and resource optimization
- Demonstrated ability to manage performance coaching, documentation, accountability
- Comfortable operating across multiple geographically distributed sites
- Experience with escalation management and stakeholder communication
- Experience in fiber/optical network deployment or backbone infrastructure
- Familiarity with Meta data center operations or similar hyperscale environments
- Experience managing vendor/contractor workforce
- Experience in environments with 50+ technician headcount
Benefits
- Performance-based bonuses, subject to company policies
- Medical insurance, subject to company policies
- Dental insurance, subject to company policies
- Vision insurance, subject to company policies
- Pharmacy insurance, subject to company policies
- Life insurance, subject to company policies
- Accidental death & dismemberment insurance, subject to company policies
- Disability insurance, subject to company policies
- Employee assistance program, subject to company policies
- 401(k) retirement plan, subject to company policies
- 10 days of paid time off per year
- Need-based leave with no designated number of leave days per year for some positions
- 10 paid holidays per year
- Remote work
Company Overview
Company H1B Sponsorship