Senior Support Lead

HCL Technologies Limited; Hyderabad; On-site; INR 500,000 - 900,000; Full time

Job summary

HCL Technologies Limited is seeking to enhance its support capabilities in Hyderabad by acting as the escalation point for complex customer issues and delivering root cause analyses to prevent future defects.

The role involves collaborating with product management, development, and QA to feed back improvements, providing technical guidance to team members, and driving initiatives to improve support workflows and automation opportunities.

Responsibilities

• 1. To act as a point of escalation for complex and high-priority customer issues, ensuring timely resolution.
• 2. To create the root cause analysis for critical issues and put in place necessary preventive measures to reduce future defects.
• 3. To collaborate closely with product management, development, and QA teams to provide feedback on product improvements, influence product design, and ensure alignment with customer needs.
• 4. To provide technical assistance to the team members in resolving customer issues.
• 5. To drive continuous improvement initiatives for support processes, workflows and Identify opportunities for innovation, automation, and efficiency enhancements.

Job description

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

Key Responsibilities

• 1. To act as a point of escalation for complex and high-priority customer issues, ensuring timely resolution.
• 2. To create the root cause analysis for critical issues and put in place necessary preventive measures to reduce future defects.
• 3. To collaborate closely with product management, development, and QA teams to provide feedback on product improvements, influence product design, and ensure alignment with customer needs.
• 4. To provide technical assistance to the team members in resolving customer issues.
• 5. To drive continuous improvement initiatives for support processes, workflows and Identify opportunities for innovation, automation, and efficiency enhancements.

At HCLTech, you'll supercharge your potential. You'll find your career. And you'll find your spark. All at a place that knows that helping its customers stay on top starts by putting its people first.

HCLTech is a global technology company, home to more than 223,000 people 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. Consolidated revenues as of 12 months ending June 2026totaled $14.8billion.