Support Lead - ITSM, Telecom

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

In short

The Support Lead for Product Support is responsible for leading troubleshooting efforts, conducting root cause analyses, and implementing preventive measures to enhance product reliability and team performance. This role requires strong analytical and communication skills to ensure customer satisfaction and drive continuous improvement in support services.

Responsibilities

Troubleshoot and resolve critical and complex support tickets using product knowledge and diagnostic tools.
Conduct hands-on root cause analysis for critical issues, documenting findings and recommending actionable solutions.
Implement preventive measures and best practices to reduce future defects and improve product stability.
Provide technical assistance and mentorship to team members in resolving escalated customer issues.
Lead continuous improvement activities by analyzing support metrics and team performance.

Requirements

Strong understanding of product support processes for L1, L2, and L3 tiers.
In-depth knowledge of troubleshooting methodologies and tools relevant to product issues.
Excellent analytical skills for conducting root cause analyses and developing preventive measures.
Solid communication skills for effective collaboration with team members and customers.

Desired Qualifications

ITIL Foundation Certification is optional but valuable.

Benefits

Supercharge your potential, find your career, and find your spark at HCLTech.
HCLTech puts its people first.
Work at a global technology company with over 230,000 people across 60 countries.

Skills

ITSMTelecomITIL

#ITSM#Telecom#Support#Lead#Troubleshooting#Root Cause Analysis#Mentorship#Service Management

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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