Support Lead - ITSM, Telecom

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 - Product Support

Job Summary
The Support Lead for Product Support plays a pivotal role in ensuring customer satisfaction through the efficient resolution of complex issues and proactive improvement initiatives. This position is responsible for leading troubleshooting efforts, conducting root cause analyses, and implementing preventive measures to enhance product reliability and team performance. The Support Lead's contributions directly impact the organization s commitment to delivering superior support services and fostering continuous improvement.

• Key Responsibilities
  1. Troubleshoot And Resolve Critical And Complex Support Tickets Using Product Knowledge And Diagnostic Tools, Ensuring Minimal Disruption To Customer Operations.
  2. Conduct Hands-On Root Cause Analysis For Critical Issues, Documenting Findings And Recommending Actionable Solutions To Prevent Recurrence.
  3. Implement Preventive Measures And Best Practices To Reduce Future Defects And Improve Product Stability Based On Analysis And Feedback.
  4. Provide Technical Assistance And Mentorship To Team Members In Resolving Escalated Customer Issues, Promoting Knowledge Sharing And Skill Development.
  5. Lead Continuous Improvement Activities By Analyzing Support Metrics And Team Performance, Identifying Areas For Enhancement, And Executing Strategies To Elevate Service Quality.Skill Requirements
  1. Strong Understanding Of Product Support Processes For L1, L2, And L3 Tiers.
  2. In-Depth Knowledge Of Troubleshooting Methodologies And Tools Relevant To Product Issues.
  3. Excellent Analytical Skills For Conducting Root Cause Analyses And Developing Preventive Measures.
  4. Solid Communication Skills For Effective Collaboration With Team Members And Customers.Certification
  1. Itil Foundation Certification Is Optional But Valuable For Understanding Service Management Best Practices.