Shift Lead (Support & Operations)
Technology, Data & Digital · IT Infrastructure & Security · IT Support
In short
As a Shift Lead for Support & Operations in Chennai, you will be responsible for maintaining attendance and leave reports, and ensuring all responsibilities and escalations are resolved promptly through basic analysis and infrastructure management. Key duties include addressing calls/chats within SLAs, managing shift rosters, performing ad-hoc analyses, and ensuring high customer satisfaction.
Responsibilities
- Ensure calls/chats are addressed within agreed SLAs.
- Maintain attendance, leave reports, breaks, and shift rosters.
- Perform ad-hoc analyses, SIP activities, and infrastructure management.
- Resolve escalations promptly while adhering to process and quality compliance.
- Ensure positive customer satisfaction and feedback.
- Update the knowledge base through accurate documentation and disseminate knowledge to the team.
#support#operations#team lead#customer service#quality assurance#reporting#analysis#infrastructure management#SLA management
Company
HCLTech
Job Posted
3 weeks ago
Employment Type
Full Time
WorkMode
On Site
Experience Level
Mid-Senior
Locations
Chennai, India
Applicants
Be an early applicant