Senior Support Lead - ITSM, Telecom

Technology, Data & Digital · IT Infrastructure & Security · IT Support · Software Engineering

In short

The Senior Support Lead is responsible for enhancing customer satisfaction through continuous improvement and expert technical assistance, focusing on ITSM and Telecom. This role involves leading root cause analyses for critical issues and collaborating with cross-functional teams to ensure product quality meets customer needs.

Responsibilities

Act as a point of escalation for complex and high-priority customer issues using advanced troubleshooting techniques and tools like ITSM and Jira.
Conduct root cause analysis for critical issues, employing methodologies such as the Five Whys and Fishbone Diagram, and implement preventive measures.
Collaborate with Product Management, Development, and QA teams to provide actionable feedback on product enhancements and influence product design.
Provide technical assistance and mentorship to team members in resolving customer issues using diagnostic tools and knowledge management systems.
Drive continuous improvement initiatives for support processes and workflows, identifying opportunities for innovation and automation with tools like ServiceNow.

Requirements

In-depth knowledge of Product Support methodologies (L1-L2-L3).
Proficiency in ITSM frameworks and tools.
Strong problem-solving skills with experience in root cause analysis techniques.
Excellent collaboration and communication skills to work effectively across teams.
Familiarity with automation tools and continuous improvement processes.

Desired Qualifications

ITIL Foundation Certification (Optional but valuable).
Certified Support Manager (Optional but valuable).

Benefits

Supercharge your potential.
Find your career.
Find your spark.
A place that knows that helping its customers stay on top starts by putting its people first.

Skills

ITSMJiraServiceNowITIL

#ITSM#Telecom#Support#Troubleshooting#Root Cause Analysis#Customer Satisfaction

About HCLTech

Supercharging progress through technology and innovation

HCLTech is a global technology company, home to 219,000+ people across 54 countries, delivering industry-leading capabilities centered around digital, engineering and cloud, 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 September 2022 totaled $12.1 billion. To learn how we can supercharge progress for…

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