Support Lead

2 Months ago • All levels • $75,000 PA - $116,000 PA

Job Summary

Job Description

As a Support Lead at HCLTech, your responsibilities include troubleshooting and resolving critical and complex technical issues. You will conduct root cause analysis for critical incidents, implementing preventive measures to avoid future defects. Furthermore, you'll offer technical assistance to team members and lead continuous improvement initiatives to enhance team performance. This role demands proactive problem-solving, ensuring efficient customer issue resolution, and contributing to the overall improvement of the support team's effectiveness.
Must have:
  • Troubleshoot & resolve complex tickets (max 20 words)
  • Perform root cause analysis (max 20 words)
  • Implement preventive measures (max 20 words)
  • Provide technical assistance to team (max 20 words)
  • Execute continuous improvement activities (max 20 words)

Job Details

Job description:

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

Support Lead

Job Summary
To execute continuous improvement activities, work on root cause analysis, and provide technical assistance to resolve customer issues.

  • Key Responsibilities
    1. To troubleshoot and resolve critical and complex tickets.
    2. To create the root cause analysis for critical issues/faults (hands on working).
    3. To implement any necessary preventive measures to reduce future defects.
    4. To provide technical assistance to the team members in resolving customer issues.
    5. To execute continuous improvement activities and to improve the team s performance.

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