Senior Incident & Support Operations Specialist

HCLTech; Dallas (TX); On-site; USD 70,000 - 100,000; Full time

Job summary

HCL Technologies Limited is seeking an IT escalation/incident analyst in Dallas, TX to ensure on-time resolution and high-quality compliance with SLA standards. The role involves mentoring teams, creating SOPs, validating change plans, and driving knowledge sharing to support EN business opportunities.

The candidate will participate in customer meetings, analyze root cause and trends, and present findings to senior stakeholders to drive continuous improvement.

Responsibilities

• 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 and knowledge sharing
• To validate Change Order Implementation Plan & Human Error Compliance and participate in Capacity planning, identification of EN business opportunities
• To ensure positive customer feedback & satisfaction through active participation in customer meetings to understand issues faced
• To validate analyses (e.g., Root Cause Analysis, Trend Analysis) and reports for presentation to key business stakeholders

Job description

HCL Technologies Limited is seeking an IT escalation/incident analyst in Dallas, TX to ensure on-time resolution and high-quality compliance with SLA standards. The role involves mentoring teams, creating SOPs, validating change plans, and driving knowledge sharing to support EN business opportunities.

The candidate will participate in customer meetings, analyze root cause and trends, and present findings to senior stakeholders to drive continuous improvement.