Sr Technical Lead (Support & Operations)

HCL Technologies Limited; Greater Noida; On-site; INR 2,400,000 - 4,000,000; Full time

Job summary

HCL Technologies Limited is seeking a Senior Technical Lead (Support & Operations) for Greater Noida, UP, India. You will oversee DEX platforms, monitor endpoint health, and drive proactive service improvement initiatives to enhance end-user productivity.

You will design automation solutions using PowerShell and Python, collaborate with Service Desk and global teams, and contribute to 24x7 support and major incident resolution. The role emphasizes governance, dashboards, and executive reporting.

Qualifications

• DEX platforms and related ITSM tools experience.
• Strong knowledge of endpoint infrastructure and analytics.
• Experience with automation and self-healing concepts.

Responsibilities

• Administer and optimize DEX platforms (Nexthink, ControlUp, etc.).
• Monitor endpoint health, performance, and user experience.
• Perform root cause analysis and drive remediation.
• Develop dashboards, health scores, and executive reports.
• Drive automation and self-healing initiatives.
• Collaborate with Service Desk, Desktop Support, and engineering teams.
• Support VIP user experience programs and after-hours incidents.
• Maintain documentation and governance reports.

Education

Nexthink Certified Professional/Expert

Microsoft Endpoint Administrator Associate

Microsoft 365 Administrator

ITIL Foundation or higher

Azure Administrator Associate

Tools

Nexthink

Lakeside SysTrack

ControlUp

Aternity

Microsoft 365

Exchange Online

Teams

OneDrive

SharePoint Online

Intune

Intune MDM/MAM

Windows Autopilot

Azure Virtual Desktop

Citrix Virtual Apps & Desktops

VMware Horizon

PowerShell

Python

REST APIs

Splunk

Datadog

Grafana

Azure Monitor

ServiceNow

BMC Helix

Job description

Sr Technical Lead (Support & Operations) — Greater Noida, Uttar Pradesh, India

Job Summary

The DEX SME is responsible for monitoring, analyzing, and improving the digital workplace experience for end users through DEX platforms, analytics, automation, and proactive service improvement initiatives. The role works closely with Service Desk, EUC, Infrastructure, Security, Application, and Business teams to improve employee productivity and end-user satisfaction.

Key Responsibilities

• Administer and optimize DEX platforms such as Nexthink, ControlUp, Lakeside SysTrack, Aternity, or equivalent solutions.
• Monitor endpoint health, device performance, application experience, login performance, collaboration services, and user sentiment metrics.
• Perform root cause analysis of recurring incidents and identify technology experience gaps.
• Develop dashboards, health scores, Digital Experience Indexes, and executive reports.
• Drive proactive remediation initiatives to reduce ticket volumes and improve user experience.
• Design and implement self-healing and automation solutions using PowerShell, Python, Intune Remediation, and DEX automation capabilities.
• Partner with Service Desk, Desktop Support, Engineering, and Resolver Groups during major incidents and problem investigations.
• Support executive and VIP user experience management programs.
• Drive continual service improvement initiatives and XLA-based service measurements.
• Maintain operational documentation, knowledge articles, and governance reports.

Participate in 24x7 support activities and critical incident response when required

Skill Requirements

Technical Skills Required

• DEX Platforms: Nexthink, Lakeside SysTrack, ControlUp, Aternity.
• Microsoft Technologies: Microsoft 365, Exchange Online, Teams, OneDrive, SharePoint Online, Intune.
• Endpoint Management: Intune MDM/MAM, Endpoint Analytics, Windows Autopilot.
• Operating Systems: Windows 10/11 and MacOS fundamentals.
• Virtual Desktop Technologies: Azure Virtual Desktop (AVD), Citrix Virtual Apps & Desktops, VMware Horizon.
• Scripting and Automation: PowerShell, Python, REST APIs.
• Monitoring Tools: Splunk, Datadog, Grafana, Azure Monitor.
• ITSM Platforms: ServiceNow, BMC Helix or equivalent.

Preferred Certifications

• Nexthink Certified Professional/Expert.
• Microsoft Endpoint Administrator Associate.
• Microsoft 365 Administrator.
• ITIL Foundation or higher.
• Azure Administrator Associate.

Key Performance Indicators (KPIs)

• Improvement of digital experience score and endpoint health metrics.
• Reduction in recurring incidents and service tickets.
• Increase in automation and self-healing adoption.
• Improvement in user satisfaction (CSAT/XLA) scores.
• Compliance with SLA, operational, and governance requirements.

Working Model

• 24x7 support environment.
• Participation in major incident management and after-hours support activities.
• Collaboration with global delivery teams and business stakeholders.

Why HCLTech?

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 230,000 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 September2026totaled $14.8billion.