Senior Support Lead - IT Operations

HCL Technologies Limited; Warszawa; On-site; PLN 180,000 - 240,000; Full time

Job summary

HCL Technologies Limited in Warsaw seeks a Senior Support Lead to drive customer satisfaction by leading escalation management, root cause analysis, and expert technical assistance. You will bridge customer needs with product improvements, mentor team, and guide continuous improvement of support processes to enhance service delivery.

Ideal candidates will have strong experience in L1-L3 support, a solid ITIL foundation, and excellent collaboration skills to work with product, development and QA

Qualifications

• In-depth knowledge of product support processes across L1-L3 levels.
• Strong understanding of customer service principles and practices.
• Proficiency in root cause analysis techniques and tools.

Responsibilities

• Act as escalation point for complex, high-priority issues and ensure timely resolution.
• Conduct root cause analysis to prevent recurrence and improve product reliability.
• Collaborate with Product Management, Development, and QA to influence design changes.
• Mentor team members and foster knowledge sharing to resolve issues efficiently.
• Drive continuous improvement of support processes and workflows.

Skills

Support processes L1-L3

Customer service principles

Root cause analysis

Cross-functional collaboration

Problem solving

Education

ITIL Foundation

Tools

Data analysis tools

Job description

The Senior Support Lead plays a critical role in enhancing customer satisfaction by executing continuous improvement activities, conducting root cause analysis, and providing expert technical assistance to resolve complex customer issues. This position is pivotal in bridging the gap between customer needs and product enhancements, ensuring that support processes align with organizational goals.

Key Responsibilities

• 1. Act As A Point Of Escalation For Complex And High-Priority Customer Issues By Utilizing Advanced Problem-Solving Skills And Technical Expertise To Ensure Timely And Effective Resolution.
• 2. Conduct Root Cause Analysis For Critical Issues, Utilizing Data Analysis Tools And Methodologies To Establish Preventive Measures That Reduce Future Defects And Enhance Product Reliability.
• 3. Collaborate Closely With Product Management, Development, And Qa Teams By Providing Strategic Feedback On Product Improvements, Influencing Design Decisions, And Ensuring Alignment With Evolving Customer Needs And Expectations.
• 4. Provide Comprehensive Technical Assistance To Team Members By Facilitating Knowledge Sharing And Mentoring, Enabling Them To Resolve Customer Issues Efficiently And Effectively.
• 5. Drive Continuous Improvement Initiatives For Support Processes And Workflows By Identifying Opportunities For Innovation, Automation, And Efficiency Enhancements, Implementing Best Practices To Optimize Service Delivery.

Skill Requirements

• 1. In-Depth Knowledge Of Product Support Processes Across L1-L2-L3 Levels.
• 2. Strong Understanding Of Customer Service Principles And Practices.
• 3. Proficiency In Root Cause Analysis Techniques And Tools.
• 4. Excellent Communication And Collaboration Skills To Work Effectively With Cross-Functional Teams.
• 5. Advanced Problem-Solving Skills With The Ability To Analyze Complex Issues And Develop Actionable Solutions.

Other Requirements

• 1. Itil Foundation Certification Is Preferred But Not Mandatory.
• 2. Certifications Related To Product Support And Customer Service Management Are Optional But Valuable.

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.