Sr Technical Lead (Support & Operations)
Technology, Data & Digital · Software & Web Development · Software Engineering · IT Support
In short
This role focuses on ensuring timely resolution of complex incidents and escalations while providing technical guidance to the team to achieve positive customer satisfaction. Key responsibilities include performing value-added activities like mentoring, documentation, and acting as a liaison with business stakeholders.
Responsibilities
- Ensure on-time resolution & 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 for presentation to key business stakeholders.
#Support#Operations#Technical Lead
Company
HCLTech
Job Posted
3 weeks ago
Employment Type
Full Time
WorkMode
On Site
Experience Level
Senior
Locations
Noida, India
Applicants
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