IT Operations Support Lead: Elevate Customer Experience

HCL Technologies Limited; United States; On-site; USD 110,000 - 150,000; Full time

Job summary

HCL Technologies Limited is seeking a Support Lead for IT Operations in the United States. The role focuses on troubleshooting complex tickets, performing root cause analyses, and guiding the team to deliver swift, reliable resolutions.

You will drive continuous improvement and mentor peers to elevate service quality. The position emphasizes collaboration with customers and internal stakeholders, with optional ITIL-related certifications enhancing effectiveness.

Qualifications

• Familiarity with L1–L3 product support processes and escalation paths.
• Proficient in troubleshooting using diagnostic tools and product knowledge.
• Experience with identifying root causes and implementing preventive measures.
• Strong communication for collaboration with customers and team members.
• Awareness of performance metrics and continuous improvement frameworks.

Responsibilities

• Troubleshoot and resolve critical and complex support tickets to minimize customer impact.
• Conduct hands-on root cause analyses for critical issues with data and metrics.
• Implement preventive measures to reduce future defects and improve reliability.
• Provide mentorship and technical guidance to team members on support practices.
• Lead continuous improvement initiatives by analyzing team performance and improving processes.

Skills

L1-L3 Support

Troubleshooting Techniques

Root Cause Analysis

Team Mentorship

Performance Metrics

Education

ITIL Foundation (Optional)

Job description

HCL Technologies Limited is seeking a Support Lead for IT Operations in the United States. The role focuses on troubleshooting complex tickets, performing root cause analyses, and guiding the team to deliver swift, reliable resolutions.

You will drive continuous improvement and mentor peers to elevate service quality. The position emphasizes collaboration with customers and internal stakeholders, with optional ITIL-related certifications enhancing effectiveness.