Shift Lead (Support & Operations)

HCL Technologies Limited; India; On-site; INR 300,000 - 420,000; Full time

Job summary

HCL Technologies Limited in India seeks a diligent team member to manage attendance, leave reporting, and escalation handling. You will ensure calls/chats are resolved within SLAs, maintain shift rosters, and support infrastructure-related analyses to drive timely resolutions.

The role emphasizes accurate documentation and knowledge sharing to boost team performance and customer satisfaction. Join a global tech leader focused on digital, cloud, and AI solutions.

Qualifications

• Ability to address calls/chats within promised SLAs
• Maintain attendance, leave reports, breaks & shifts as per policy
• Perform adhoc analyses and infrastructure management
• Resolve escalations promptly following prescribed processes
• Ensure positive customer satisfaction and collect feedback
• Document insights to empower team performance

Responsibilities

• To ensure that calls/chats are addressed within agreed SLAs
• To maintain attendance, leave reports , breaks & shift rosters
• To perform adhoc analyses, SIP activities and infrastructure management
• To resolve escalations in a timely manner adhering to the process and quality compliance
• To ensure positive customer satisfaction and feedback
• To update knowledge base through accurate documentation and disseminating knowledge from analyses and reports prepared to team for facilitating effective performance of responsibilities

Skills

SLA adherence

Attendance & reports

Customer support

Job description

To maintain attendance & leave reports and ensure that all responsibilities/escalations are resolved in a timely manner through basic analysis/infrastructure mgmt.

Key Responsibilities

• 1. To ensure that calls/ chats are addressed within agreed SLAs
• 2. To maintain attendance, leave reports , breaks & shift rosters
• 3. To perform adhoc analyses, SIP activities and infrastructure management
• 4. To resolve escalations in a timely manner adhering to the process and quality compliance
• 5. To ensure positive customer satisfaction and feedback
• 6. To update knowledge base through accurate documentation and disseminating knowledge from analyses and reports prepared to team for facilitating effective performance of responsibilities

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.