Senior Support Lead - ITSM, Telecom

Technology, Data & Digital · IT Infrastructure & Security · IT Support · Data Analysis

In short

The Senior Support Lead, based in Bengaluru, will enhance customer satisfaction through continuous improvement and expert technical assistance. Responsibilities include leading root cause analyses 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 using methodologies like the Five Whys and Fishbone Diagram, and implement preventive measures.
Collaborate with Product Management, Development, and QA teams, providing feedback on product enhancements and influencing design strategies.
Provide technical assistance and mentorship to team members 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

Opportunity to supercharge your potential at HCLTech
Find your career and spark at a company that puts people first
Global technology company with a broad portfolio of technology services and products

Skills

ITSMJiraServiceNowProduct SupportRoot Cause AnalysisAutomation

#ITSM#Telecom#Customer Satisfaction#Technical Assistance#Root Cause Analysis#Product Management#Development#QA#Mentorship#Continuous Improvement#Automation#ITIL#Support Manager

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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