Technical Lead (Support & Operations)

HCL Technologies Limited; Región Centro; Presencial; MXN 446.000 - 781.000; Jornada completa

Descripción de la vacante

HCL Technologies Limited is seeking a focused professional to ensure on-time resolution of escalations and quality compliance of incidents in line with SLAs. The role emphasizes mentoring teammates, SOPs, and knowledge sharing to drive performance and customer satisfaction.

The candidate will participate in change order implementation, capacity planning, and contribute to customer meetings to address issues, delivering analyses like root cause and trend reports to key stakeholders.

Formación

• Experience in incident management with adherence to SLAs.
• Ability to mentor administrators and team members; prepare SOPs and document knowledge sharing.
• Participation in Change Order Implementation Plan and capacity planning.

Responsabilidades

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

Descripción del empleo

To ensure on-time resolution of escalations/complex incidents,as per quality norms 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.
• 3. To participate in 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.

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.