Senior Support Lead

Technology, Data & Digital · IT Infrastructure & Security · DevOps · Customer Support

Smart Summary

AI-generated overview of this position

HCLTech is seeking a Senior Support Lead to oversee customer issue resolution and drive continuous improvement initiatives. This role involves acting as an escalation point, performing root cause analysis, and collaborating with cross-functional teams to enhance product offerings and support processes.

Job Summary

To execute continuous improvement activities, work on root cause analysis, and provide technical assistance to resolve customer issues.

Key Responsibilities

1. To act as a point of escalation for complex and high-priority customer issues, ensuring timely resolution.
2. To create the root cause analysis for critical issues and put in place necessary preventive measures to reduce future defects.
3. To collaborate closely with product management, development, and QA teams to provide feedback on product improvements, influence product design, and ensure alignment with customer needs.
4. To provide technical assistance to the team members in resolving customer issues.
5. To drive continuous improvement initiatives for support processes, workflows and Identify opportunities for innovation, automation, and efficiency enhancements.

Skill Requirements

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Other Requirements

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