Sr Technical Lead (Support & Operations)
Teknik, data och digitalt · IT-infrastruktur och säkerhet · IT-support
I korthet
We are seeking a Sr Technical Lead for Support & Operations in Vijayawada, Andhra Pradesh to ensure timely resolution of escalated incidents and provide technical guidance. The role focuses on maintaining SLA compliance, adding value through mentoring and documentation, and ensuring customer satisfaction.
Ansvarsområden
- Ensure on-time resolution and quality compliance of escalated tickets/incidents as per the agreed SLA.
- Perform value addition activities like mentoring administrators/team members, preparing SOPs, maintaining 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 for presentation to key business stakeholders.
#support#operations#technical lead#escalations#incidents#SLA#SOPs#documentation#knowledge sharing#change management#capacity planning#customer satisfaction#root cause analysis#trend analysis
Företag
HCLTech
Publicerade jobb
för 1 månad sedan
Anställningstyp
Heltid
Arbetsform
På plats
Erfarenhetsnivå
Senior
Platser
Vijayawada, India
Sökande
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