Subject Matter Expert (Support&Ops)

Job Summary

HCLTech is seeking an experienced Cross-Technology Observability Lead for its Noida location. The role will independently lead 24x7 enterprise monitoring and multi-technology operations, correlate complex technical signals to assess end-to-end service impact, direct restoration of P1/P2 incidents and convert recurring operational issues into measurable service improvements.

Key Responsibilities

• Lead enterprise monitoring and multi-technology operations with minimal supervision across infrastructure, applications, cloud, network, database, middleware, storage, security and observability platforms.
• Correlate alerts, events, metrics, logs, traces, dashboards, topology and service dependencies to identify business impact and direct structured restoration.
• Lead P1/P2 technical triage, coordinate L2/L3 teams and vendors, validate recovery and maintain clear service-status communication.
• Maintain SLA and operational governance through disciplined event, incident, problem, change, knowledge and service-level practices.
• Coach team members, improve shift performance and ensure accurate incident records, queue management, runbook execution and handovers.
• Drive alert optimisation, automation, runbook enhancement, knowledge creation and problem identification to improve availability, reduce noise and accelerate restoration.

Skill Requirements

Technical Profile – Cross-Technology Observability Lead
Core technical skills:

1.    Enterprise Monitoring and Observability: Hands-on expertise with enterprise tools such as SolarWinds, AppDynamics, Datadog, Dynatrace, Splunk, Nagios, Zabbix, OpsRamp, or ManageEngine; able to analyse and correlate alerts, events, metrics, logs, traces, dashboards, topology, and service dependencies to determine end-to-end impact.
2.    Multi-Technology Troubleshooting: Broad hands-on capability across servers, operating systems, networks, databases, middleware, applications, cloud platforms, storage, security, and end-user services; able to perform structured initial diagnosis, collect evidence, isolate faults, and engage L2/L3 specialists effectively.
3.    Major Incident and Service Restoration: Proven technical leadership during P1/P2 incidents, including impact assessment, triage, ownership assignment, resolver-group coordination, escalation, recovery validation, and restoration within agreed SLAs in a 24x7 environment.
4.    IT Service Management and Operational Control: Strong practical knowledge of ITIL-based Event, Incident, Major Incident, Problem, Change, Knowledge, and Service Level Management, supported by disciplined queue management, accurate incident records, runbook execution, shift handovers, and operational reporting.
5.    Automation and Continuous Improvement: Demonstrated ability to improve operational outcomes through alert tuning, event correlation, monitoring optimisation, scripting or automation, runbook enhancement, knowledge creation, recurring-incident analysis, and measurable reduction in noise and restoration time.

Other Requirements

1. ITIL 4 Foundation is mandatory; ITIL 4 Practice Manager, Managing Professional or equivalent advanced certification is preferred.
2. At least one current administrator, professional or specialist certification in Dynatrace, Datadog, Splunk, AppDynamics, SolarWinds, OpsRamp, ManageEngine, Nagios, Zabbix or another relevant platform.
3. At least one associate-level certification in Microsoft Azure, Amazon Web Services or Google Cloud.
4. A recognised networking or security certification such as Cisco CCNA/CCNP, CompTIA Network+, CompTIA Security+ or equivalent.
5. A relevant certification in Linux, Windows Server, PowerShell, Python, Ansible, Terraform, Kubernetes or equivalent automation and platform-administration technology.

PROFICIENCY EXPECTATIONS

6. L4: Independently leads 24x7 enterprise monitoring and multi-technology operations with minimal supervision.
7. L4: Demonstrates broad hands-on expertise across infrastructure, applications, cloud, network, database, middleware, storage, security and observability platforms; correlates complex signals to assess end-to-end impact and directs restoration of P1/P2 incidents.
8. L4: Applies sound judgement under pressure, coordinates L2/L3 teams and vendors, maintains SLA and operational governance, coaches team members and communicates risks and service status clearly.
9. L4: Converts recurring operational issues into measurable improvements through alert optimisation, automation, runbook enhancement, knowledge creation and problem identification.

CANDIDATE CAPABILITIES

• Strong ownership, analytical thinking and communication skills in a business-critical enterprise environment.
• Ability to create and maintain technical documentation, operational runbooks, implementation evidence and improvement plans.
• Ability to collaborate effectively with application, infrastructure, security, service-management and vendor teams.

Willingness to support 24x7 operations, pl