The Job

Senior Support Lead - IT Operations

Technology, Data & Digital · Software & Web Development · Software Engineering · IT Support

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In short

The Senior Support Lead for IT Operations is responsible for improving customer satisfaction through continuous improvement, root cause analysis, and expert technical assistance. This role acts as a key liaison between customer needs and product enhancements, ensuring support processes align with organizational objectives.

Responsibilities

  • Act as a point of escalation for complex and high-priority customer issues using advanced problem-solving skills and technical expertise for timely and effective resolution.
  • Conduct root cause analysis for critical issues using data analysis tools and methodologies to establish preventive measures, reduce future defects, and enhance product reliability.
  • Collaborate closely with Product Management, Development, and QA teams by providing strategic feedback on product improvements, influencing design decisions, and ensuring alignment with evolving customer needs.
  • Provide comprehensive technical assistance to team members by facilitating knowledge sharing and mentoring for efficient and effective customer issue resolution.
  • Drive continuous improvement initiatives for support processes and workflows by identifying opportunities for innovation, automation, and efficiency enhancements, implementing best practices to optimize service delivery.

Requirements

  • In-depth knowledge of product support processes across L1-L2-L3 levels.
  • Strong understanding of customer service principles and practices.
  • Proficiency in root cause analysis techniques and tools.
  • Excellent communication and collaboration skills to work effectively with cross-functional teams.
  • Advanced problem-solving skills with the ability to analyze complex issues and develop actionable solutions.

Desired Qualifications

  • ITIL Foundation Certification is preferred but not mandatory.
  • Certifications related to Product Support and Customer Service Management are optional but valuable.

Benefits

  • Supercharge your potential at HCLTech.
  • Find your career and your spark.
  • A place that puts its people first.
  • Global technology company with presence in 60 countries.
  • Work with clients across all major verticals.
  • Consolidated revenues of $14.8 billion as of 12 months ending June 2026.
#IT Operations#Customer Support#Technical Assistance#Root Cause Analysis#Product Management#Development#QA
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Company

HCLTech

Job Posted

4 weeks ago

Employment Type

Full Time

WorkMode

On Site

Experience Level

Senior

Locations

India

Applicants

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