Technical Lead (Support & Operations)

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HCLTech is seeking a Technical Lead for Support & Operations in Chennai, India. This role focuses on ensuring timely and high-quality resolution of escalated incidents, mentoring team members, and contributing to capacity planning. The ideal candidate will drive customer satisfaction through effective issue resolution and analysis.

Job Summary

To ensure on-time resolution of escalations/complex incidents,as per quality norms and ensure positive customer satisfaction.

Key Responsibilities

1. To ensure on-time resolution & quality compliance of escalated tickets/incident as per the agreed SLA.
2. To perform value addition activities such as mentoring administrators/team members, preparing SOPs, maintaining effective documentation simultaneously and Knowledge sharing.
3. To participate in Change Order Implementation Plan & Human Error Compliance and participate in Capacity planning.
4. To ensure positive customer feedback & satisfaction through active participation in customer meetings to understand any issues faced.
5. To validate analyses (eg. Root Cause Analysis ,Trend Analysis) and reports to facilitate performance in tasks to be presented to key business stakeholders.

Skill Requirements

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Other Requirements

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