Technical Lead (Support & Operations)

Technology, Data & Digital · Software & Web Development · Software Engineering · DevOps

In short

HCLTech is seeking a Technical Lead for Support & Operations in Chennai, India. The role focuses on ensuring timely and quality resolution of escalated incidents and complex issues to achieve high customer satisfaction. Responsibilities include mentoring team members, creating SOPs, participating in change management and capacity planning, and validating analyses for business stakeholders.

Responsibilities

Ensure on-time resolution & quality compliance of escalated tickets/incidents as per agreed SLA.
Perform value-added activities: mentoring administrators/team members, preparing SOPs, maintaining effective documentation, and knowledge sharing.
Participate in Change Order Implementation Plan & Human Error Compliance, and 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 key business stakeholders.

Requirements

Proven experience in Technical Lead or similar role in Support & Operations.
Strong understanding of incident management and SLA compliance.
Experience in preparing SOPs and maintaining documentation.
Familiarity with Change Order Implementation Plan and capacity planning.
Ability to conduct and validate Root Cause Analysis and Trend Analysis.

Desired Qualifications

Mentoring skills for administrators/team members.
Effective communication and customer-facing skills for understanding and addressing issues.
Analytical skills for validating reports and analyses.

Benefits

Opportunity to supercharge your potential and find your career spark at HCLTech.
Be part of a global technology company with over 230,000 employees across 60 countries.
Work with clients across major verticals including Financial Services, Manufacturing, Life Sciences & Healthcare, Technology & Services, Telecom & Media, Retail & CPG, and Public Services.
Competitive compensation and benefits package.

#Technical Lead#Support#Operations#SLA#Incident Management#Customer Satisfaction#SOPs#Knowledge Sharing#Change Management#Capacity Planning#Root Cause Analysis#Trend Analysis

About HCLTech

Supercharging progress through technology and innovation

HCLTech is a global technology company, home to 219,000+ people across 54 countries, delivering industry-leading capabilities centered around digital, engineering and cloud, powered by a broad portfolio of technology services and products. We work with clients across all major verticals, providing industry solutions for Financial Services, Manufacturing, Life Sciences and Healthcare, Technology and Services, Telecom and Media, Retail and CPG, and Public Services. Consolidated revenues as of 12 months ending September 2022 totaled $12.1 billion. To learn how we can supercharge progress for…

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