The Job

Support Lead

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

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I korthet

As a Support Lead in Bengaluru, you will provide offline support for VGCS applications, handling user inquiries via phone and email. This role requires diagnosing issues, managing incidents using SNOW, and escalating unresolved problems. You will also manage stakeholder relationships and contribute to the resolution process. The position involves working in shifts.

Ansvarsområden

  • Provide offline support to VGCS applications.
  • Communicate with end users via telephone and email (Inbound and Outbound).
  • Respond to and handle calls by phone or email in a professional and efficient manner.
  • Attend to functional and technical questions and issues that arise within the applications supported.
  • Diagnose BSM alarms, call and mail in Incident/Request management tool by following SOP's.
  • Follow up and seek solutions for application issues by coordinating with different support teams.
  • Manage the relationship with all involved stakeholders effectively.
  • Follow defined escalation paths for unresolved issues.
  • Take necessary actions to expedite the resolution process.
  • Manage Incident, Change, and Request processes, with working knowledge of SNOW tool.

Krav

  • Bachelor degree in computer science or related field.
  • Excellent spoken and written skill in English.
  • 4-6 years of Technical Support/Application support experience.
  • Basic knowledge of Cloud Infrastructure support.
  • Good analytical technical troubleshooting skills.
  • Working knowledge on executing/writing basic SQL queries.
  • Basic programming skills in any technology.
  • Excellent communication, phone etiquettes and interpersonal skills.
  • Self-initiative, pro-active, hardworking, good attitude and be a team player.

Önskade kvalifikationer

  • Manning committee approval no. - 2026-173.

Förmåner

  • Open to work in shifts (Mostly morning and afternoon shifts).
#technical support#application support#cloud infrastructure#SQL#troubleshooting#escalation#incident management#change management#request management#SNOW tool
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Företag

HCLTech

Publicerade jobb

för 2 veckor sedan

Anställningstyp

Heltid

Arbetsform

På plats

Erfarenhetsnivå

Mellannivå

Platser

Bengaluru, India

Kvalifikation

Kandidatexamen

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