The Job

Senior Support Lead - IT Operations

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

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In short

We are seeking a Senior Support Lead for IT Operations in Anekal, Karnataka. This role requires in-depth knowledge of GCP services, cloud concepts, and ITIL processes, with a focus on L2 production support and excellent communication skills. You will act as an escalation point, conduct root cause analysis, collaborate with product teams, mentor junior members, and drive continuous improvement initiatives.

Responsibilities

  • Act as a point of escalation for complex and high-priority customer issues, utilizing advanced problem-solving skills and technical expertise for timely and effective resolution.
  • Conduct root cause analysis for critical issues, using data analysis tools and methodologies to establish preventive measures and enhance product reliability.
  • Collaborate with Product Management, Development, and QA teams, providing feedback on product improvements and influencing design decisions.
  • Provide technical assistance to team members by facilitating knowledge sharing and mentoring.
  • Drive continuous improvement initiatives for support processes and workflows, identifying opportunities for innovation, automation, and efficiency enhancements.

Requirements

  • In-depth understanding of core GCP services (e.g., Compute Engine, Kubernetes Engine, Cloud SQL, Cloud Storage, Cloud Monitoring, Cloud Logging, Pub/Sub, Dataflow).
  • Solid grasp of cloud architecture, scalability, high availability, disaster recovery, and security best practices in a cloud environment.
  • Familiarity with ITIL processes, particularly Incident Management, Problem Management, Change Management, and Service Level Management.
  • Experience in troubleshooting complex issues, analyzing logs, identifying root causes, implementing workarounds, and escalating appropriately from an L2 production support perspective.
  • Excellent written and verbal communication skills for internal and external stakeholders.

Desired Qualifications

  • ITIL Foundation Certification is preferred but not mandatory.
  • Certifications related to Product Support and Customer Service Management are 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.
  • Global technology company with over 223,000 people across 60 countries.
  • Industry-leading capabilities centered around digital, engineering, cloud and AI.
  • Broad portfolio of technology services and products.
  • 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 June 2026 totaled $14.8 billion.
#IT Operations#Support Lead#GCP#Cloud
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Company

HCLTech

Job Posted

3 weeks ago

Employment Type

Full Time

WorkMode

On Site

Experience Level

Senior

Locations

Anekal, India

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