Sr Technical Lead (Support & Operations)

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

In short

Seeking a Sr Technical Lead for Support & Operations in Noida, Uttar Pradesh. This role focuses on ensuring timely resolution of complex incidents, providing technical guidance, and improving customer satisfaction through enhanced knowledge management strategies and tools.

Responsibilities

Own the long-term strategy for knowledge management within the OMC.
Develop and socialize standard formats for knowledge submissions.
Improve knowledge management tools for better search results and incident management support.
Run knowledge submission campaigns with reward and recognition programs.
Periodically review knowledgebase effectiveness, usability, and defects.
Generate awareness and interest in knowledgebase submission.
Enforce the use of the Knowledgebase among Service Desk and resolving groups.
Establish periodic housekeeping procedures for the Knowledgebase.
Optimize tools for searching and relating Knowledgebase items to products, CIs, incidents, and problems.
Establish effective approval and standardization for Knowledgebase submissions.
Improve policies and procedures for submitting, retrieving, and housekeeping knowledge.
Explore external knowledgebase sources for proprietary and third-party technologies.
Motivate technical staff to centralize ad-hoc knowledge.
Obtain baseline documentation of processes and tools.
Follow formal version and change control methods.
Host read-only versions of released documentation.
Simplify process documentation for operations staff.
Identify and suggest changes to 'Foundation data' in tools.
Analyze and suggest tool customizations for process workflow optimization.
Work with tools teams to standardize reports.
Open formal RFCs and work with tools teams for customizations and improvements.
Track tool customizations, affected functionalities, and document release notes.
Document use cases, test cases, and test reports.
Participate in release management for tool augmentations and upgrades.
Communicate SLA targets and Service Performance Targets.
Generate and publish process performance reports.
Analyze root causes of performance shortfalls and initiate improvements.
Periodically review the process for currency and relevance.
Receive, analyze, and incorporate customer feedback for improvements.

Requirements

Align the Process to the standards and methods as per the Service Management Practice issued from the CFS Process Consulting group.
Communicate the importance of specific process activities and how to best execute them.
Log and update required information in the tools.
Actively participate in programs identifying process and service management (ITIL) training needs.

#Support#Operations#Technical Lead#Knowledge Management#Incident Management#ITIL#Service Management

About HCLTech

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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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