The Job

Senior Technical Lead

Technology, Data & Digital · Software & Web Development · Software Engineering · Technical Support

Join for updates

In short

This role involves providing first-level support for enterprise applications and the Support Portal, troubleshooting user issues, and coordinating with various teams for timely resolution. The ideal candidate will have strong knowledge of ITIL, SQL/PL/SQL scripting, UNIX shell scripting, and familiarity with Salesforce Experience Cloud.

Responsibilities

  • Provide first-level support to customers, employees, Nokia contacts, and business stakeholders for Support Portal-related issues.
  • Guide, troubleshoot, and resolve user account registration, access, and login issues.
  • Investigate user-reported problems and collect detailed diagnostic information, screenshots, and error logs.
  • Serve as a liaison between end users and application support teams to ensure timely resolution of issues.
  • Maintain high levels of customer satisfaction through proactive communication and issue ownership.
  • Track incident progress and communicate status updates to users and stakeholders.
  • Escalate unresolved incidents in accordance with defined support procedures and SLAs.
  • Coordinate with business owners and IT support teams to drive issue resolution.
  • Execute smoke testing activities following maintenance windows and emergency releases.
  • Validate portal functionality using predefined test cases.

Requirements

  • ITIL Foundation knowledge
  • Good knowledge and hands-on experience of SQL Scripting
  • Basic understanding of web applications and Portal technologies
  • Good in Reading, Writing, and Spoken English
  • Experience of supporting Enterprise applications
  • Familiarity with Salesforce Experience Cloud
  • Strong teamwork and cross-functional collaboration skills
  • Attention to detail and commitment to service quality
  • PL/SQL Scripting
  • UNIX Shell Scripting
  • Good Communication Skills (English - Speak, Write)
#ITIL#SQL#PL/SQL#UNIX Shell Scripting#Salesforce#Technical Support#Enterprise Applications
HCLTech Logo

Company

HCLTech

Job Posted

1 month ago

Employment Type

Full Time

WorkMode

On Site

Experience Level

Senior

Locations

Noida, India

Applicants

Be an early applicant