Support Lead - ITSM, Telecom

HCL Technologies Limited; Hyderabad; On-site; INR 1,400,000 - 1,900,000; Full time

Job summary

HCL Technologies Limited in Hyderabad is seeking an experienced Technical Support professional for a 24x7 TAC role. You will provide high-quality email-based technical and operational support to global partners, performing initial root-cause analysis and ensuring clear, accurate guidance.

Responsibilities include managing queue priorities to meet SLAs, documenting interactions, and contributing to knowledge base improvements while working in a fast-paced, collaborative, 24x7 environment.

Qualifications

• Exceptional English communication skills; written and reading comprehension are essential.
• 6+ years of experience in a technical support, operations support, or similar customer-facing technical role.
• Fair understanding of web-based APIs (REST, SOAP) and experience troubleshooting API integrations.
• Proven problem-solving abilities with a strong analytical mindset.
• Excellent attention to detail and accuracy in communication.
• Ability to work effectively in a fast-paced, 24x7 rotational shift environment.
• Strong customer service orientation with a commitment to partner satisfaction.
• Ability to work independently and as part of a collaborative global team.

Responsibilities

• Experience working in a Tier 1 Technical Assistance Center (TAC) environment with root cause analysis.
• Provide high-quality technical and operational support to partners through clear, concise email communication.
• Manage individual queue priorities to meet SLA response and resolution metrics.
• Analyze complex partner inquiries to ensure all aspects are understood and addressed.
• Articulate technical solutions and operational instructions in written English for easy understanding.
• Maintain accurate records of all partner interactions and troubleshooting steps.
• Contribute to knowledge base articles and support documentation.
• Adhere to SLAs for response and resolution times.
• Identify opportunities for process improvement within the support workflow.
• Analyze recurring support patterns to propose workflow automations.

Skills

English communication

6+ years exp

API troubleshooting

Analytical mindset

Attention to detail

24x7 shifts

Customer service orientation

Independent/team work

Education

Bachelor's degree in CS/IT or related

Job description

Schedule: Full-time, 24x7 Shift Model (Rotational shifts, including nights and weekends, will be required)

About the Program: Our program is dedicated to providing critical technical and operational support to our global partners, ensuring their seamless experience with our services. We engage primarily through email communication, offering timely resolutions and expert guidance to complex queries. We are looking for a highly skilled and articulate individual to join our team and elevate our partner communication and technical support capabilities.

Key Responsibilities

Responsibilities:

Experience working in a Tier 1 Technical Assistance Center (TAC) environment, with a proven ability to perform initial root cause analysis and accurately diagnose technical issues before responding to the partner.

Provide high-quality technical and operational support to partners through clear, concise, and accurate email communication.

Manage individual queue priorities independently to consistently outperform established SLA response and resolution metrics.

Efficiently analyze and comprehend complex partner inquiries, ensuring all aspects of their request are understood and addressed.

Clearly articulate technical solutions and operational instructions in written English, ensuring partners can easily understand and implement guidance.

Maintain accurate and detailed records of all partner interactions and troubleshooting steps within our support systems.

Contribute to the enhancement of support documentation, FAQs, and knowledge base articles.

Adhere to established service level agreements (SLAs) for response and resolution times.

Proactively identify opportunities for process improvement within the support workflow to enhance partner satisfaction and team efficiency.

Analyze recurring support patterns to propose and implement workflow automations that boost overall team efficiency

Skill Requirements

Qualifications:

Exceptional English communication skills, both written and reading comprehension, are paramount. Demonstrated ability to understand complex technical inquiries and articulate solutions clearly and precisely in written form.

6+ years of experience in a technical support, operations support, or similar customer-facing technical role.

Fair understanding of web-based APIs (e.g., REST, SOAP) and experience troubleshooting API integrations.

Proven problem-solving abilities with a strong analytical mindset.

Excellent attention to detail and accuracy in communication.

Ability to work effectively in a fast-paced, 24x7 rotational shift environment.

Strong customer service orientation with a commitment to partner satisfaction.

Ability to work independently and as part of a collaborative global team.

Other Requirements

Preferred Qualifications:

Bachelor's degree in Computer Science, Information Technology, or a related technical field.

Experienced in triaging, routing, and answering critical support tickets while maintaining excellent customer satisfaction scores through precise documentation.

Proven track record of managing high-volume ticketing queues and delivering high-quality email responses that resolve diverse stakeholder issues efficiently.

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.