Sr Technical Lead (Support & Operations)

HCLTech; Chittoor; On-site; INR 1,500,000 - 2,300,000; Full time

Job summary

HCL Technologies Limited in India is seeking a Sr Technical Lead (Support & Operations) to ensure timely resolution of escalations, guide the team, and drive knowledge sharing. The role emphasizes mentoring, SOP development, and effective documentation.

The candidate will liaise with business stakeholders, validate change plans, and participate in capacity planning to maintain service quality and customer satisfaction.

Qualifications

• Lead escalation resolutions with SLA adherence.
• Mentor administrators and document SOPs.
• Collaborate with business stakeholders for communications.

Responsibilities

• Ensure on-time resolution and quality compliance of escalated tickets per SLA.
• Mentor administrators, prepare SOPs, and maintain documentation; share knowledge.
• Validate Change Order Implementation Plan and Human Error Compliance; assist capacity planning.
• Drive positive customer feedback through participation in meetings with customers.
• Validate analyses (Root Cause, Trend) and reports for stakeholders.

Skills

Technical leadership

Mentoring

Documentation

SOP creation

Stakeholder communication

Root Cause Analysis

Knowledge sharing

Job description

Career Opportunities: Sr Technical Lead (Support & Operations) (66069)

Requisition ID66069-Posted11/06/2026

To ensure on-time resolution of escalations/complexincidents, provide technical guidance to the team and ensure positive customer satisfaction.

Key Responsibilities

• 1. To ensure on-time resolution & quality compliance of escalated tickets/incident as per the agreed SLA.
• 2. To perform value addition activities (such as mentoring administrators/team members, preparing SOPs, maintaining effective documentation simultaneously and Knowledge sharing.) In addition act as a liaison to the business segment, facilitating effective communication and presentation to key business stakeholders as & when required.
• 3. To validate Change Order Implementation Plan & Human Error Compliance and participate in Capacity planning.
• 4. To ensure positive customer feedback & satisfaction through active participation in customer meetings to understand any issues faced.
• 5. To validate analyses (eg. Root Cause Analysis ,Trend Analysis) and reports to facilitate performance in tasks to be presented to key business stakeholders