Senior Technical Lead

Skill (Primary)

Technical Skills (ERS)-Other Technical Skills-Product Support (L1-L2-L3)

Location

Chennai

Job Family

Support

Job Description (Posting).

About HCLTech
HCLTech is a global technology company, spread across 60 countries, delivering industry-leading capabilities centered around digital, engineering, cloud and AI, powered by a broad portfolio of technology services and products. We work with clients across all major verticals, providing industry solutions for Financial Services, Manufacturing, Life Sciences and Healthcare, Technology and Services, Telecom and Media, Retail and CPG, and Public Services. We re powered by our people a global, diverse, multi-generational talent - representing 161 nationalities whose unique spark, perspective and boundless passion drive our culture of proactive value creation and problem-solving.
Our purpose is to bring together the best of technology and our people to supercharge progress for everyone, everywhere our clients, partners, their stakeholders, communities, and the planet. As a company, we are deeply focused on accelerating our ESG agenda. We are also creating technology-enabled sustainable solutions with and for our clients and partners. We embed ESG imperatives into every aspect of our business and ensure that the progress we supercharge is responsible, inclusive and beneficial to all our stakeholders in the long term. We have committed to achieving net zero by 2040.

To learn more about how we can supercharge progress for you, visit www.hcltech.com

Senior Support Lead

Job Summary
The Senior Support Lead plays a critical role in enhancing customer satisfaction by executing continuous improvement activities, conducting root cause analysis, and providing expert technical assistance to resolve complex customer issues. This position is pivotal in bridging the gap between customer needs and product enhancements, ensuring that support processes align with organizational goals. (1.) Key Responsibilities
1. Act As A Point Of Escalation For Complex And High-Priority Customer Issues By Utilizing Advanced Problem-Solving Skills And Technical Expertise To Ensure Timely And Effective Resolution.
2. Conduct Root Cause Analysis For Critical Issues, Utilizing Data Analysis Tools And Methodologies To Establish Preventive Measures That Reduce Future Defects And Enhance Product Reliability.
3. Collaborate Closely With Product Management, Development, And Qa Teams By Providing Strategic Feedback On Product Improvements, Influencing Design Decisions, And Ensuring Alignment With Evolving Customer Needs And Expectations.
4. Provide Comprehensive Technical Assistance To Team Members By Facilitating Knowledge Sharing And Mentoring, Enabling Them To Resolve Customer Issues Efficiently And Effectively.
5. Drive Continuous Improvement Initiatives For Support Processes And Workflows By Identifying Opportunities For Innovation, Automation, And Efficiency Enhancements, Implementing Best Practices To Optimize Service Delivery.Skill Requirements
1. In-Depth Knowledge Of Product Support Processes Across L1-L2-L3 Levels.
2. Strong Understanding Of Customer Service Principles And Practices.
3. Proficiency In Root Cause Analysis Techniques And Tools.
4. Excellent Communication And Collaboration Skills To Work Effectively With Cross-Functional Teams.
5. Advanced Problem-Solving Skills With The Ability To Analyze Complex Issues And Develop Actionable Solutions.Certification
1. Itil Foundation Certification Is Preferred But Not Mandatory.
2. Certifications Related To Product Support And Customer Service Management Are Optional But Valuable.

Skill Level 3 (Secondary Skill 1)

Functional Skills (ERS)-Other Functional Skills-IT Operations

Skill Level 3 (Secondary Skill 2)

Technical Skills (APPS)-Databases-RDBMS-Oracle PL/SQL

Experience Level

Senior Level