Sr Technical Lead (Support & Operations)

Technology, Data & Digital · Technology and Services · IT Infrastructure & Security · Software & Web Development

Smart Summary

AI-generated overview of this position

Seeking a Sr Technical Lead (Support & Operations) in Chennai, India to ensure timely resolution of escalated incidents and provide technical guidance. Responsibilities include SLA compliance, value-added activities like mentoring and documentation, change order validation, and driving customer satisfaction through active participation in meetings and analysis.

Job Summary

To ensure on-time resolution of escalations/complexincidents, provide technical guidance to the team and ensure positive customer satisfaction.

Key Responsibilities

1. To ensure on-time resolution & quality compliance of escalated tickets/incident as per the agreed SLA.
2. To perform value addition activities (such as mentoring administrators/team members, preparing SOPs, maintaining effective documentation simultaneously and Knowledge sharing.) In addition act as a liaison to the business segment, facilitating effective communication and presentation to key business stakeholders as & when required.
3. To validate Change Order Implementation Plan & Human Error Compliance and participate in Capacity planning.
4. To ensure positive customer feedback & satisfaction through active participation in customer meetings to understand any issues faced.
5. To validate analyses (eg. Root Cause Analysis ,Trend Analysis) and reports to facilitate performance in tasks to be presented to key business stakeholders

Skill Requirements

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Other Requirements

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#Technical Lead#Support#Operations#Incident Management#SLA#Mentoring#SOPs#Documentation#Knowledge Sharing#Change Management#Capacity Planning#Customer Satisfaction#Root Cause Analysis#Trend Analysis#HCLTech