Sr Technical Lead (Support & Operations)

HCL Technologies Limited; Greater Noida; On-site; INR 1,800,000 - 2,800,000; Full time

Job summary

HCLTech in India is seeking a Sr Technical Lead (Support & Operations) to manage global customers in 24x7 environments, handle IT infrastructure alerts, and supervise end-user support tools such as RDP and related solutions.

The role emphasizes strong communication, incident coordination, desktop infrastructure, Windows/Office, VPN, and VDI; you'll lead real-time reactions to incidents, ensure service levels, and drive improvements through senior leadership reporting.

Qualifications

• Experience supporting global customers in 24x7 environments.
• Must handle IT infrastructure alerts and provide timely resolutions.
• Strong verbal and written communication for customer interactions.

Responsibilities

• Real time acknowledgement and ownership of IT infra alerts.
• Resolve critical alerts and follow up with teams until resolution.
• Manage account lockouts, password resets and O365 issues.

Skills

24x7 environments

RDP & support tools

IT incident management

Communication skills

Desktop infrastructure

Windows/Office/VPN/VDI

Education

Bachelor's degree in Engineering/CS/MIS

2+ years ServiceDesk/Deskside

Tools

RDP

EzOffice

Helpdesk portal

MS Office

VPN

VDI

Job description

Sr Technical Lead (Support & Operations) India

Job Summary

Must have worked for global customers and ready to work in 24X7 environments. rotating shifts & rotating weekly Offs. Able to use end user support tools like RDP, and/or other support tools.

Key Responsibilities

• Must have worked for global customers and ready to work in 24X7 environments. rotating shifts & rotating weekly Offs. Able to use end user support tools like RDP, and/or other support tools.
• Real time acknowledgement and ownership of IT infrastructure alerts. Quickly address the critical alerts and follow up with respective teams till the resolution. Account lockouts, password resets, O365 issues support.
• Must have strong communication skills (Verbal and Written) and the ability to articulate task management, priorities, and issues, participate in customer visits, conference calls, and assisting with defining the scope of services tasks
• Ensure configurations are optimized to enable monitoring of all related systems for fault/events including outages and performance issues and health checks in accordance with established policies and procedures
• Knowledge of Windows/Storage/Backup/User Access/Permissions/Networks etc, MS Office products, EzOffice, Using helpdesk portal and administration. Supporting Thinclients / Virtual PCs (VDI) (Windows), Desktop Operating Systems. Knowledge on VPN services, managing EUX inventory.
• Build and install PCs, telephone systems, wireless networks and peripheral devices (such as printers, scanners, mobile/smart phones) related to desktop infrastructure, in accordance with defined process and standards. Experience with desktop peripherals like Docking stations, monitors, Multi-Function Devices (MFDs)
• Responsible for the implementation, support, administration, upgradation and management of windows Operating systems, MS Office products, etc.
• Maintain installed PCs, networks, telephone systems and peripherals with routine maintenance
• Identify, log and resolve technical problems with software applications or network systems
• Identify potential changes and system improvements to present to senior team leaders for consideration and implementation
• Ensure that work is carried out within agreed service levels and in accordance with department guidelines. Create, maintain, and distribute reports of progress to senior leadership
• End-2-end responsibility by opening tickets at the respective Server Maintenance provider portal and actively following up on the activities until a solution is provided to the requestor
• End-To-End responsibility for time critical tasks, by engaging the appropriate partner to perform the activities
• Responds to incidents utilizing a variety of communication vehicles including: email, bridge calls, conference calls, instant messaging, and one-on-one communications.
• Has experience supporting mobile clients like iPad,s Mobile, Tablets

Skill Requirements

• Must have worked for global customers and ready to work in 24X7 environments. rotating shifts & rotating weekly Offs. Able to use end user support tools like RDP, and/or other support tools.
• Real time acknowledgement and ownership of IT infrastructure alerts. Quickly address the critical alerts and follow up with respective teams till the resolution. Account lockouts, password resets, O365 issues support.
• Must have strong communication skills (Verbal and Written) and the ability to articulate task management, priorities, and issues, participate in customer visits, conference calls, and assisting with defining the scope of services tasks
• Ensure configurations are optimized to enable monitoring of all related systems for fault/events including outages and performance issues and health checks in accordance with established policies and procedures
• Knowledge of Windows/Storage/Backup/User Access/Permissions/Networks etc, MS Office products, EzOffice, Using helpdesk portal and administration. Supporting Thinclients / Virtual PCs (VDI) (Windows), Desktop Operating Systems. Knowledge on VPN services, managing EUX inventory.
• Build and install PCs, telephone systems, wireless networks and peripheral devices (such as printers, scanners, mobile/smart phones) related to desktop infrastructure, in accordance with defined process and standards. Experience with desktop peripherals like Docking stations, monitors, Multi-Function Devices (MFDs)
• Responsible for the implementation, support, administration, upgradation and management of windows Operating systems, MS Office products, etc.
• Maintain installed PCs, networks, telephone systems and peripherals with routine maintenance
• Identify, log and resolve technical problems with software applications or network systems
• Identify potential changes and system improvements to present to senior team leaders for consideration and implementation
• Ensure that work is carried out within agreed service levels and in accordance with department guidelines. Create, maintain, and distribute reports of progress to senior leadership
• End-2-end responsibility by opening tickets at the respective Server Maintenance provider portal and actively following up on the activities until a solution is provided to the requestor
• End-To-End responsibility for time critical tasks, by engaging the appropriate partner to perform the activities
• Responds to incidents utilizing a variety of communication vehicles including: email, bridge calls, conference calls, instant messaging, and one-on-one communications.
• Has experience supporting mobile clients like iPad,s Mobile, Tablets

Preferred Qualifications -

• Bachelor's degree in Engineering, Computer Science, Management Information Systems, or related field
• Atleast 2+ years of experience supporting ServiceDesk or Deskside tasks.

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 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.