Sr Technical Lead (Support & Operations)
Technology, Data & Digital · Software & Web Development · Software Engineering · IT Support
In short
Ensure on-time resolution of escalations and complex incidents, providing technical guidance to the team and maintaining customer satisfaction. This role involves value-addition activities like mentoring, SOP preparation, documentation, and knowledge sharing, as well as validating analyses and reports for business stakeholders.
Responsibilities
- Ensure on-time resolution and quality compliance of escalated tickets/incidents as per the agreed SLA.
- Perform value addition activities such as 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.
- 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
- Technical guidance to the team
- Positive customer satisfaction
- SLA compliance
- Mentoring administrators/team members
- Preparing SOPs
- Maintaining effective documentation
- Knowledge sharing
- Effective communication and presentation to key business stakeholders
- Validation of Change Order Implementation Plan & Human Error Compliance
- Capacity planning
- Customer feedback and satisfaction
- Validation of Root Cause Analysis and Trend Analysis
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 support#operations#escalation management#incident management#SLA compliance#mentoring#SOPs#documentation#knowledge sharing#stakeholder communication#change management#capacity planning#customer satisfaction#root cause analysis#trend analysis
Company
HCLTech
Job Posted
3 days ago
Employment Type
Full Time
WorkMode
On Site
Experience Level
Senior
Locations
India
Applicants
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