Senior Support Lead - ITSM, Telecom

HCL Technologies Limited; Bengaluru; On-site; INR 1,800,000 - 3,200,000; Full time

Job summary

HCL Technologies Limited is seeking a Senior Product Support Lead to drive continuous improvement and provide expert technical assistance. The role leads root cause analyses for critical issues and partners with cross-functional teams to ensure product quality aligns with customer needs.

You will mentor team members, escalate complex problems, and push automation initiatives using tools like ServiceNow and Jira to enhance support processes.

Qualifications

• Experience with structured root cause analysis and problem solving.
• Knowledge of L1-L3 support methodologies and escalation paths.
• Strong collaboration with product management, development and QA teams.

Responsibilities

• Act as escalation point for high-priority customer issues with advanced troubleshooting.
• Lead root cause analyses and implement preventive measures.
• Provide actionable feedback to product management for enhancements and design alignment.
• Mentor team members in resolving issues using diagnostic tools and knowledge management systems.
• Drive continuous improvement initiatives for support processes and automation using ServiceNow.

Skills

Product support methodologies

ITSM frameworks & tools

Root cause analysis techniques

Cross-functional collaboration

Automation & continuous improvement

Tools

ServiceNow

Job description

The Senior Product Support Lead plays a crucial role in enhancing customer satisfaction by executing continuous improvement activities and providing expert technical assistance. This position involves leading root cause analyses for critical issues and collaborating with cross-functional teams to ensure that product quality aligns with customer needs. The Senior Support Lead is essential to maintaining service excellence and driving efficiency within the support processes.

Key Responsibilities

• Act As A Point Of Escalation For Complex And High-Priority Customer Issues By Employing Advanced Troubleshooting Techniques And Ensuring Timely Resolution Using Tools Like Itsm And Jira.
• Conduct Root Cause Analysis For Critical Issues, Employing Methodologies Such As The Five Whys And Fishbone Diagram, And Implement Preventive Measures To Mitigate Future Defects.
• Collaborate Closely With Product Management, Development, And Qa Teams By Providing Actionable Feedback On Product Enhancements And Influencing Product Design Strategies To Align With Customer Requirements.
• Provide Technical Assistance And Mentorship To Team Members In Resolving Customer Issues By Utilizing Diagnostic Tools And Knowledge Management Systems.
• Drive Continuous Improvement Initiatives For Support Processes And Workflows, Identifying Opportunities For Innovation And Automation With Tools Like Servicenow And Implementing Efficiency Enhancements.

Skill Requirements

• In-Depth Knowledge Of Product Support Methodologies (L1-L2-L3)
• Proficiency In Itsm Frameworks And Tools
• Strong Problem-Solving Skills With Experience In Root Cause Analysis Techniques
• Excellent Collaboration And Communication Skills To Work Effectively Across Teams
• Familiarity With Automation Tools And Continuous Improvement Processes

Other Requirements

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.