The Job

Sr Technical Lead (Support & Operations)

Technology, Data & Digital · IT Infrastructure & Security · IT Support · Technical Support · DevOps

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In short

As a Sr Technical Lead for Support & Operations in Hyderabad, Telangana, you will ensure timely resolution of escalated incidents and provide technical guidance to the team, aiming for high customer satisfaction. Responsibilities include meeting SLAs, value-addition activities like mentoring and documentation, validating change plans, and analyzing performance reports.

Responsibilities

  • Ensure on-time resolution and 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 as & when required.
  • Validate Change Order Implementation Plan & Human Error Compliance and participate in Capacity planning.
  • Ensure positive customer feedback & satisfaction through active participation in customer meetings to understand any issues faced.
  • Validate analyses (eg. Root Cause Analysis, Trend Analysis) and reports to facilitate performance in tasks to be presented to key business stakeholders.

Requirements

  • On-time resolution of escalations/complex incidents
  • Provide technical guidance to the team
  • Ensure positive customer satisfaction

Desired Qualifications

  • Global technology company with over 223,000 people across 60 countries.
  • Delivering industry-leading capabilities centered around digital, engineering, cloud and AI.
  • Works 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 June 2026 totaled $14.8 billion.

Benefits

  • Supercharge your potential at HCLTech
  • Find your career and spark at HCLTech
  • A place that knows that helping its customers stay on top starts by putting its people first.
#support#operations#technical#lead
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Company

HCLTech

Job Posted

2 weeks ago

Employment Type

Full Time

WorkMode

On Site

Experience Level

Senior

Locations

Hyderabad, India

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