The Job

Support Lead - IT Operations

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

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I korthet

The Support Lead in IT Operations is responsible for enhancing customer satisfaction by effectively resolving complex issues and executing continuous improvement initiatives. This role involves conducting root cause analyses, providing technical guidance, and ensuring the support team operates efficiently to improve performance and reduce defects.

Ansvarsområden

  • Troubleshoot and resolve critical and complex support tickets using product knowledge and advanced diagnostic tools.
  • Conduct hands-on root cause analysis for critical issues, identifying underlying problems and recommending solutions.
  • Implement preventive measures to reduce future defects and improve product reliability.
  • Provide technical assistance and mentorship to team members.
  • Execute continuous improvement activities by analyzing team performance metrics and leading initiatives.

Krav

  • Strong understanding of Product Support processes for L1, L2, and L3 levels.
  • Proficiency in troubleshooting techniques and diagnostic tools relevant to product support.
  • In-depth knowledge of root cause analysis methodologies and preventive measures.
  • Excellent communication skills for effective collaboration with team members and customers.
  • Familiarity with performance metrics and continuous improvement frameworks.

Önskade kvalifikationer

  • ITIL Foundation Certification (Optional but valuable).
  • Relevant Product Support or Technical Support Certifications (Optional but valuable).

Förmåner

  • Supercharge your potential at HCLTech.
  • Find your career and your spark.
  • A place that puts its people first.
  • Global technology company with a broad portfolio of services and products.
#IT Operations#Support Lead#Troubleshooting#Root Cause Analysis#Customer Satisfaction#Continuous Improvement
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Företag

HCLTech

Publicerade jobb

för 1 månad sedan

Anställningstyp

Heltid

Arbetsform

På plats

Erfarenhetsnivå

Mellannivå

Platser

Bengaluru, India

Sökande

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