Support Lead - IT Operations

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

Career Opportunities: Support Lead - IT Operations (180586)

Requisition ID180586-Posted10/23/2026

The Support Lead plays a vital role in enhancing customer satisfaction through effective troubleshooting and resolution of complex issues. This position focuses on executing continuous improvement initiatives, conducting root cause analyses, and providing technical guidance to team members. The Support Lead ensures that the support team operates efficiently, driving initiatives that lead to better performance and reduced defect rates.

Key Responsibilities

• 1. Troubleshoot And Resolve Critical And Complex Support Tickets Using Product Knowledge And Advanced Diagnostic Tools To Ensure Timely Resolution And Minimize Customer Impact.
• 2. Conduct Hands-On Root Cause Analysis For Critical Issues, Utilizing Data Analysis And Performance Metrics To Identify Underlying Problems And Recommend Actionable Solutions.
• 3. Implement Preventive Measures To Address Identified Issues, Leveraging Best Practices To Reduce Future Defects And Improve Overall Product Reliability.
• 4. Provide Technical Assistance And Mentorship To Team Members In Resolving Customer Issues, Sharing Expertise In Product Features And Support Methodologies To Enhance Team Capabilities.
• 5. Execute Continuous Improvement Activities By Analyzing Team Performance Metrics, Identifying Areas For Enhancement, And Leading Initiatives That Improve Support Processes And Customer Satisfaction.

Skill Requirements

• 1. Strong Understanding Of Product Support Processes For L1, L2, And L3 Levels.
• 2. Proficiency In Troubleshooting Techniques And Diagnostic Tools Relevant To Product Support.
• 3. In-Depth Knowledge Of Root Cause Analysis Methodologies And Preventive Measures.
• 4. Excellent Communication Skills For Effective Collaboration With Team Members And Customers.
• 5. Familiarity With Performance Metrics And Continuous Improvement Frameworks.

Other Requirements

• 1. Itil Foundation Certification (Optional But Valuable).
• 2. Relevant Product Support Or Technical Support Certifications (Optional But Valuable).