The Job

Sr Technical Lead (Support & Operations)

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

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In short

The Sr Technical Lead (Support & Operations) in Noida will be responsible for ensuring timely resolution of complex incidents and escalations, providing technical guidance to the team, and maintaining high levels of customer satisfaction. This role involves value-added activities like mentoring, SOP creation, and knowledge sharing, as well as participating in change order validation and capacity planning.

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.
  • Act as a liaison to the business segment, facilitating effective communication and presentation to key business stakeholders.
  • Validate Change Order Implementation Plan & Human Error Compliance and participate in Capacity planning.
  • Ensure positive customer feedback & satisfaction through active participation in customer meetings to understand any issues faced.
  • Validate analyses (e.g., Root Cause Analysis, Trend Analysis) and reports to facilitate performance in tasks to be presented to key business stakeholders.

Requirements

  • On-time resolution of escalations/complex incidents.
  • Provide technical guidance to the team.
  • Ensure positive customer satisfaction.
  • SLA compliance.
  • Mentoring administrators/team members.
  • Preparing SOPs.
  • Maintaining effective documentation.
  • Knowledge sharing.
  • Effective communication and presentation skills.
  • Validate Change Order Implementation Plan & Human Error Compliance.
  • Participate in Capacity planning.
  • Active participation in customer meetings.
  • Validate Root Cause Analysis and Trend Analysis.
  • Ability to present analyses and reports to key business stakeholders.

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.
#technical lead#support#operations#escalations#incidents#technical guidance#customer satisfaction#SLA#mentoring#SOPs#documentation#knowledge sharing#change order#capacity planning#customer feedback#root cause analysis#trend analysis
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Company

HCLTech

Job Posted

1 month ago

Employment Type

Full Time

WorkMode

On Site

Experience Level

Senior

Locations

Noida, India

Applicants

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