Sr Technical Lead (Support & Operations)

HCLTech; Dadri; On-site; INR 1,800,000 - 3,500,000; Full time

Job summary

HCL Technologies Limited in Dadri, Uttar Pradesh, seeks a Sr Technical Lead (Support & Operations) to drive on-time escalation resolution and provide technical guidance to the team, ensuring customer satisfaction.

The role involves coordinating incident diagnosis with Service Desk and Technology Tracks, authorizing IVR updates, coordinating workarounds, and producing post-incident reports to prevent recurrence.

Responsibilities

• Understand the incident and diagnostic actions attempted by the Service Desk and other Technology Tracks.
• Use designated communication bridges, monitoring tools and on-call schedules to coordinate immediate attention from all required parties.
• Authorize IVR message updates for the Service Desk.
• Work with stakeholders to identify a workaround or resolution for the incident.
• Set stakeholder expectations about timelines and permissions for the resolution.
• Send periodic updates to stakeholders (and customers if required) through the Service Desk until resolution.
• Initiate Emergency Changes if required, mobilize cross-functional teams and External Vendors, and obtain approvals for mitigation actions from all stakeholders.
• Retain Technical Observation Post to ensure the resolution restored services to normal state.
• Open Problem Tickets as per Problem Management Policy and Procedures.
• Document actions taken, learnings and approvals in the service management tools.
• Document new knowledge and recommendations in a Critical Incident Report and submit per Critical Incident Management procedures.

Job description

Career Opportunities: Sr Technical Lead (Support & Operations) (144810)

Requisition ID144810-Posted11/10/2026

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

Key Responsibilities

• Understand the Incident and the diagnostic/resolution actions attempted already by the Service Desk and any other Technology Tracks
• Use the designated or allotted communication bridge, monitoring facilities and on-call schedule from Technology tracks to facilitate immediate attention from all required parties
• Authorize any IVR message updates for Service Desk
• Work with all stakeholders to identify the workaround or resolution for the Incident
• Set expectations of all stakeholders about the timelines and permissions required for the resolution
• Send Periodic updates to the stakeholders (and if required, to the customers) through Service Desk, until the Incident is resolved
• Initiate Emergency Changes if required, mobilize cross functional teams, External Vendors and obtain approvals for the mitigation actions from all stakeholders
• Retain the Technical Observation Post (certain ad-hoc individuals who observe the service after the Incident is resolved) in order to insure that the resolution has actually resolved the Incident and that the Services have returned to their normal state
• Open Problem Tickets as per Problem Management Policy and Procedures
• Document in retrospect, the actions taken, learning and approvals in the service Management tools
• Document the new knowledge learning and any other recommendations in a Critical Incident Report and submit the report to the audience in line with the Critical Incident Management procedures.