Senior Track Lead

Technology, Data & Digital · IT Infrastructure & Security · Database Administration

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HCLTech is seeking a Senior Track Lead in Chennai, India, to oversee support team operations, including ticket tracking and escalations, to ensure smooth service delivery. The role involves managing SLAs, performing root cause analysis, acting as an escalation point for complex issues, and preparing status reports. Additionally, the Senior Track Lead will be responsible for developing team members' technical capabilities and enhancing productivity.

Job Summary

To be responsible for overseeing the operations of the support team including , ticket tracking and escalations to ensure smooth service delivery.

Key Responsibilities

1. To monitor and track tickets/change requests and manage SLAs.
2. To work towards continuous improvement , perform root cause analysis and act as a point of escalation for complex and high-priority customer issues, ensuring timely resolution and maintaining high levels of customer satisfaction.
3. To prepare and submit status reports for minimizing exposure and risks on the project or closure of escalations
4. To develop and guide the team members in enhancing their technical capabilities and increasing productivity

Skill Requirements

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Other Requirements

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#operations#support-team#ticket-tracking#escalations#service-delivery#slas#root-cause-analysis#customer-satisfaction#status-reports#team-development