The Job

Sr Technical Lead (Support & Operations)

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

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I korthet

This role focuses on ensuring timely resolution of complex incidents and escalations while providing technical guidance to the team to achieve positive customer satisfaction. Key responsibilities include performing value-added activities like mentoring, documentation, and acting as a liaison with business stakeholders.

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 for presentation to key business stakeholders.
#Support#Operations#Technical Lead
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Företag

HCLTech

Publicerade jobb

för 3 veckor sedan

Anställningstyp

Heltid

Arbetsform

På plats

Erfarenhetsnivå

Senior

Platser

Noida, India

Sökande

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