Technical Lead (Support & Operations)

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

In short

To ensure on-time resolution of escalations/complex incidents as per quality norms and ensure positive customer satisfaction. This role involves mentoring team members, preparing SOPs, participating in change management, and validating analyses for business stakeholders.

Responsibilities

Ensure on-time resolution and quality compliance of escalated tickets/incidents as per agreed SLA.
Perform value addition activities including mentoring administrators/team members, preparing SOPs, maintaining effective documentation, and knowledge sharing.
Participate in Change Order Implementation Plans, Human Error Compliance, and Capacity Planning.
Ensure positive customer feedback and satisfaction through active participation in customer meetings.
Validate analyses (e.g., Root Cause Analysis, Trend Analysis) and reports for presentation to key business stakeholders.

Requirements

Proven experience in technical support and operations leadership.
Strong understanding of SLA management and incident resolution processes.
Experience in mentoring team members and knowledge sharing.
Familiarity with change management and capacity planning.
Ability to conduct and validate Root Cause Analysis and Trend Analysis.

Desired Qualifications

Excellent communication and customer-facing skills.
Strong analytical and problem-solving abilities.
Experience in documentation and SOP preparation.

Benefits

Opportunity to supercharge your potential and find your career spark.
Be part of a global technology company with a presence in 60 countries.
Work with industry-leading capabilities centered around digital, engineering, cloud, and AI.
Collaborate with clients across major verticals including Financial Services, Manufacturing, and Healthcare.
Consolidated revenues of $14.8 billion as of 12 months ending June 2026.

#Support#Operations#Technical Lead#SLA#Incident Management#SOPs#Knowledge Sharing#Change Management#Capacity Planning#Customer Satisfaction#Root Cause Analysis#Trend 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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