The Job

Support Lead - IT Operations

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

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In short

The Support Lead - IT Operations enhances customer satisfaction by troubleshooting and resolving complex issues, conducting root cause analyses, and implementing continuous improvement initiatives. This role provides technical guidance to the team to ensure efficient operations and better performance. The position requires strong understanding of product support processes, troubleshooting techniques, and root cause analysis methodologies.

Responsibilities

  • Troubleshoot and resolve critical and complex support tickets using product knowledge and advanced diagnostic tools.
  • Conduct hands-on root cause analysis for critical issues, utilizing data analysis and performance metrics.
  • Implement preventive measures to address identified issues and improve overall product reliability.
  • Provide technical assistance and mentorship to team members.
  • Execute continuous improvement activities by analyzing team performance metrics and leading initiatives.

Requirements

  • Strong understanding of Product Support processes for L1, L2, and L3 levels.
  • Proficiency in troubleshooting techniques and diagnostic tools relevant to product support.
  • In-depth knowledge of root cause analysis methodologies and preventive measures.
  • Excellent communication skills for effective collaboration with team members and customers.
  • Familiarity with performance metrics and continuous improvement frameworks.

Desired Qualifications

  • ITIL Foundation Certification (Optional but valuable).
  • Relevant Product Support or Technical Support Certifications (Optional but valuable).

Benefits

  • Supercharge your potential at HCLTech.
  • Find your career and spark at HCLTech.
  • Be part of a global technology company with over 223,000 people across 60 countries.
  • Work with clients across all major verticals including Financial Services, Manufacturing, Life Sciences and Healthcare, Technology and Services, Telecom and Media, Retail and CPG, and Public Services.
#IT Operations#Support Lead#Customer Satisfaction#Troubleshooting#Root Cause Analysis#Continuous Improvement#Technical Guidance#Product Knowledge#Diagnostic Tools#Performance Metrics#ITIL Foundation#Product Support
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Company

HCLTech

Job Posted

2 weeks ago

Employment Type

Full Time

WorkMode

On Site

Experience Level

Mid-Senior

Locations

India

Applicants

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