Smart Hands Coordination: Act as the local technical expert to support underlying network infrastructure, VIP support, switch room environments, and back-end server backups Performance Metrics & KPIs: Design, generate, and deliver weekly and monthly operational health reports mapping SLAs, resolution times, and team capacity constraints Trend & Anomaly Analysis: Utilize tools like Excel, Power BI, or SQL to query ticketing databases and analyze incident histories to uncover macro-level system defects Translate raw support metrics into clear, scannable summaries for senior leadership detailing major incidents, project impacts, and structural capacity risks. 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.