The Job

Sr Technical Lead (Support & Operations)

Teknik, data och digitalt · Mjukvaru- och webbutveckling · Mjukvaruutveckling · IT-support

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I korthet

Ensure on-time resolution of escalations and complex incidents, providing technical guidance to the team and maintaining customer satisfaction. This role involves value-addition activities like mentoring, SOP preparation, documentation, and knowledge sharing, as well as validating analyses and reports for business stakeholders.

Ansvarsområden

  • Ensure on-time resolution and 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

  • On-time resolution of escalations/complex incidents
  • Technical guidance to the team
  • Positive customer satisfaction
  • SLA compliance
  • Mentoring administrators/team members
  • Preparing SOPs
  • Maintaining effective documentation
  • Knowledge sharing
  • Effective communication and presentation to key business stakeholders
  • Validation of Change Order Implementation Plan & Human Error Compliance
  • Capacity planning
  • Customer feedback and satisfaction
  • Validation of Root Cause Analysis and Trend Analysis

Förmåner

  • Supercharge your potential
  • Find your career
  • Find your spark
  • A place that knows that helping its customers stay on top starts by putting its people first
#technical support#operations#escalation management#incident management#SLA compliance#mentoring#SOPs#documentation#knowledge sharing#stakeholder communication#change management#capacity planning#customer satisfaction#root cause analysis#trend analysis
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Företag

HCLTech

Publicerade jobb

för 4 dagar sedan

Anställningstyp

Heltid

Arbetsform

På plats

Erfarenhetsnivå

Senior

Platser

India

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