Sr Technical Lead (Support & Operations)

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

In short

As a Sr Technical Lead for Support & Operations in Hyderabad, you will ensure timely resolution of escalations and complex incidents, provide technical guidance to the team, and maintain high levels of customer satisfaction. Key responsibilities include quality compliance, value-added activities like mentoring and documentation, change order validation, and customer feedback management.

Responsibilities

Ensure on-time resolution & quality compliance of escalated tickets/incidents as per 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 (eg. Root Cause Analysis ,Trend Analysis) and reports for presentation to key business stakeholders.

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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