Senior Support Lead - ITSM, Telecom

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

In short

The Senior Support Lead will enhance customer satisfaction through continuous improvement and expert technical assistance, focusing on root cause analysis and cross-functional collaboration. This role is vital for maintaining service excellence and driving support process efficiency.

Responsibilities

Act as a point of escalation for complex and high-priority customer issues using ITSM and Jira.
Conduct root cause analysis for critical issues and implement preventive measures.
Collaborate with product management, development, and QA teams to provide feedback and influence product design.
Provide technical assistance and mentorship to team members.
Drive continuous improvement initiatives for support processes and workflows using 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.
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.
Consolidated revenues as of 12 months ending June 2026 totaled $14.8 billion.

Skills

ITSMJiraServiceNowITIL

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

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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