Technology Operations leader for EXL
Basic Function:
• Responsible for managing day to day Site Operations (Systems, Network, Voice) in line with the Centralized Technology Operations team
• Responsible for client service delivery in line with the agreed Master Service Agreement (MSA) and service levels (SLA/s), as per contract
• Manage Customer Relationship and act as a first Point of Contact for any Process / Functional Escalations
Essential Functions
• Ensure availability of Technology for Business – End to end ownership for Technology Availability, Service Desk, Site Specific systems, network, Voice environment
• Client Portfolio Management – End of End documentation / reporting ready & up-to-date for any business requirements
• Responsible for identifying, implementing and review of service improvement initiatives. Drive productivity improvements as per plan and control cost of operation
• Participation in Service delivery Reviews on SLA adherence, ongoing projects with Client and Internal stakeholders
• Driving Effectiveness of Compliance & Information Security as part of Service Delivery of client processes – Shoulder responsibility and work with Internal Audit Teams to meet compliance requirements
• Liaison with the Client to understand delivery requirements and effectively engage and communicate expectations to the Internal Teams
• Major Incidents Database – Capturing of all Client processes Downtimes / Application Issues & Major Downtimes for usage in future
Primary Internal Interactions
• Business Operations
• All Technology Sub-Functions
• EXL Internal / External Audit Teams
Primary External Interactions
• Client Teams – especially Client Technology Teams
• External Vendors – Primarily for Service Desk Management
Technical Skills
• Good understanding of Networking, Systems, Voice and business applications.
• An industry recognized certification like ITIL / ITSM is an advantage
Process Specific Skills
• Ability to interface and communicate at all levels within EXL and Client organizations
• Understanding of Enterprise Business Processes, IT Process, Service Delivery is vital
• Working knowledge of MS office, MS Project and Visio
Soft skills (Desired)
• Good presentation and interpersonal skills
• Excellent problem-solving skills in a cross functional environment
Soft Skills (Minimum)
• Strong verbal and written communication skills (English)
• Strong customer service orientation ability to connect with global customers and work with Global teams
• Good listening and consultative skills
Choosing a digital partner is about more than capabilities — it’s about collaboration and character.
Unrealistic overhauls and off-the-shelf products ignore what matters most — your unique needs, culture, goals, and your legacy data and technology environments.
At EXL, our collaboration is built on ongoing listening and learning to adapt our methodologies. We’re your business evolution partner—tailoring solutions that make the most of data to make better business decisions and drive more intelligence into your increasingly digital operations.
Whether your goals are scaling the use of AI and digital, redesign operating models, or driving better and faster decisions, we’re here to partner with you to help you gain—and maintain—competitive advantage with efficient, sustainable models at scale.
Our expertise in transformation, data science, and change management helps make your business more efficient and effective, improve customer relationships and enhance revenue growth. Instead of focusing on multi-year, resource- and time-intensive platform designs or migrations, we look deeper at your entire value chain to integrate strategies with impact.
We use our specialization in analytics, digital interventions, and operations management—alongside deep industry expertise — to deliver solutions that help you outperform the competition.
At EXL, it’s all about outcomes—your outcomes—and delivering success on your terms. Share your goals with us and together, we’ll optimize how you leverage data to drive your business forward.
For more information, visit www.exlservice.com.
