Senior Support Lead - ITSM, Telecom

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

In short

The Senior Support Lead in ITSM, Telecom, based in Bengaluru, is responsible for enhancing customer satisfaction through continuous improvement and expert technical assistance. This role involves leading root cause analyses for critical issues 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, implementing preventive measures.
Collaborate with Product Management, Development, and QA teams, providing feedback and influencing product design based on customer requirements.
Provide technical assistance and mentorship to team members using diagnostic tools and knowledge management systems.
Drive continuous improvement initiatives for support processes, 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

Supercharge your potential at HCLTech.
Find your career and spark.
A place that puts its people first.
Consolidated revenues as of 12 months ending September 2026 totaled $14.8 billion.

Skills

ITSMJiraServicenowProduct SupportRoot Cause AnalysisAutomation

#ITSM#Telecom#Support#Root Cause Analysis#Customer Satisfaction#Continuous Improvement#Automation

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…

See all open jobs at HCLTech Read more about HCLTech Website