HCLTech is a global technology company, home to more than 220,000 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 December 2024 totaled $13.8 billion.
Work Location: Burgess Hill, West Sussex, UK (Mandatory 5 days working from client location)
About the role:
* Looking for a strong technical program manager to lead and own reliability and site-reliability program for a major payment network service provider.
* Provide Hands-on technical support to Engineers to meet SLAs and support major migrations.
* Responsible for driving initiatives that improve system reliability, availability, incident response, and overall operational excellence.
* Coordinate efforts across SRE, engineering, product, support, and other teams to deliver high-quality, stable services and infrastructure.
Required Experience & Skills:
* 15+ years of technical program/project management experience, ideally managing complex cross-functional or globally distributed teams.
* Must have hands-on experience with packet captures analysis through tools like Observer and Observability development using Splunk, ELF & Grafana.
* Must have domain experience in Payment Card real time transaction processing, clearing & settlement, dispute and fraud management.
* Must work from office minimum 4 days a week and be flexible for 5 days if necessary.
* Experience with PaaS/SaaS, cloud environments, distributed systems, observability tooling, on-call / incident management tools.
* Data-driven mindset: comfortable analysing metrics, generating reports, and driving improvements based on data.
* Familiarity with SRE principles — high availability, reliability, observability, incident management, error budgets, service-level objectives (SLOs)/indicators (SLIs).
* Strong communication and stakeholder management skills — ability to liaise between engineering, product, operations and non-technical leadership.
Key Responsibilities:
* Define, manage and execute the reliability program roadmap, including incident-response processes, post-incident reviews, reliability tooling, and process improvements.
* Act as a point of contact / coordinator between SRE, engineering, product and support/stakeholder teams. Manage dependencies, communicate risks & status, ensure alignment and timely delivery.
* Lead incident management for major outages: act as incident lead, drive root-cause analysis, track mitigation and preventative actions.
* Use data-driven approach: define and track reliability metrics (MTTR, uptime, error budget, incident frequency, etc.), report to stakeholders, and derive actionable insights.
* Drive automation, tooling and process improvements to reduce toil and increase operational efficiency, reliability, and scalability.
* Manage program resources, timeline, priorities, and where relevant, budget.
* Coach / mentor teams in reliability best practices, incident response, SRE culture, and cross-team collaboration.