The Job

Sr Technical Lead (Support & Operations)

Teknik, data och digitalt · IT-infrastruktur och säkerhet · IT-support · Mjukvaruutveckling

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HCLTech seeks a Sr Technical Lead for Support & Operations in Noida, Uttar Pradesh. This role focuses on ensuring timely resolution of escalated incidents, providing technical guidance to the team, and maintaining high customer satisfaction levels. Responsibilities include validating change orders, performing root cause analyses, and contributing to capacity planning.

Ansvarsområden

  • Ensure on-time resolution & 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.
  • 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 (e.g. Root Cause Analysis, Trend Analysis) and reports to facilitate performance in tasks to be presented to key business stakeholders.

Krav

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

Förmåner

  • Supercharge your potential.
  • Find your career.
  • Find your spark.
#Technical Lead#Support#Operations
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Företag

HCLTech

Publicerade jobb

för 2 veckor sedan

Anställningstyp

Heltid

Arbetsform

På plats

Erfarenhetsnivå

Senior

Platser

Noida, India

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