Technical Lead (Support & Operations)

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

In short

HCLTech seeks a Technical Lead for Support & Operations in Lucknow, India. This role focuses on ensuring timely and quality resolution of escalated tickets and incidents, maintaining customer satisfaction, and contributing to value-added activities like SOP creation and knowledge sharing.

Responsibilities

Ensure on-time resolution and 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.
Participate in Change Order Implementation Plan & Human Error Compliance.
Participate in capacity planning.
Ensure positive customer feedback and 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 a Technical Lead role within Support & Operations.
Strong understanding of incident management and SLA compliance.
Experience in mentoring team members.
Ability to prepare Standard Operating Procedures (SOPs).
Experience with Change Order Implementation and Human Error Compliance.
Familiarity with capacity planning.
Excellent customer-facing communication skills.
Proficiency in Root Cause Analysis (RCA) and Trend Analysis.

Benefits

Supercharge your potential at HCLTech.
Find your career and your spark.
Work at a place that puts its people first.
Be part of a global technology company with over 223,000 employees in 60 countries.
Contribute to industry-leading capabilities in digital, engineering, cloud, and AI.
Work with clients across major verticals including Financial Services, Manufacturing, Life Sciences and Healthcare, Technology and Services, Telecom and Media, Retail and CPG, and Public Services.

#Technical Lead#Support#Operations#Escalations#Incident Management#SLA#SOPs#Knowledge Sharing#Change Management#Capacity Planning#Customer Satisfaction#RCA#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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