Senior Support Lead - IT Operations

HCL Technologies Limited; Jackson (MS); Sur place; USD 90 000 - 120 000; Plein temps

Avantages offerts par ce poste

Health insurance

401(k) plan

Paid time off

Paid holidays

Employee assistance program

Résumé du poste

HCLTech seeks a Senior Support Lead in the United States to drive escalation management and continuous improvement of support processes, applying expert technical knowledge to resolve complex customer issues and align product enhancements with customer needs.

Responsibilities include leading root-cause analyses, mentoring teammates, and delivering strategic feedback to product management, development, and QA to ensure customer satisfaction and service delivery excellence.

Qualifications

• Experience with L1-L3 support processes.
• Strong customer service principles and practices.
• Proficient in root cause analysis techniques.

Responsabilités

• Act as escalation point for complex and high-priority issues with timely resolution.
• Conduct root cause analyses and establish preventive measures to reduce defects.
• Collaborate with Product Management, Development and QA to provide strategic feedback and align with customer needs.
• Provide technical guidance and mentorship to team members to improve issue resolution capabilities.
• Drive continuous improvement initiatives for support processes and workflows, implementing best practices.

Connaissances

Product support processes

Customer service

Root cause analysis

Communication & collaboration

Problem solving

Formation

ITIL Foundation

Description du poste

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.

Compensation and Benefits

A candidate’s pay within the range will depend on their skills, experience, education, and other factors permitted by law. This role may also be eligible for performance-based bonuses subject to company policies.

• medical, dental, vision, pharmacy, life, accidental death & dismemberment, and disability insurance
• employee assistance program
• 401(k) retirement plan
• 10 days of paid time off per year (some positions are eligible for need-based leave with no designated number of leave days per year)
• 10 paid holidays per year