What are the responsibilities and job description for the Support Lead - IT Operations position at HCLTech?
HCLTech is looking for a highly talented and self- motivated Support Lead - IT Operations to join it in advancing the technological world through innovation and creativity.
Job Title: Support Lead - IT Operations
Position Type: Full-time
Job ID: 180586
Location: Cary, NC (Hybrid)
Job Description
Job Summary:
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
- Troubleshoot and resolve critical and complex support tickets using product knowledge and advanced diagnostic tools to ensure timely resolution and minimize customer impact.
- Conduct hands-on root cause analysis for critical issues, utilizing data analysis and performance metrics to identify underlying problems and recommend actionable solutions.
- Implement preventive measures to address identified issues, leveraging best practices to reduce future defects and improve overall product reliability.
- Provide technical assistance and mentorship to team members in resolving customer issues, sharing expertise in product features and support methodologies to enhance team capabilities.
- 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
- Strong understanding of product support processes for l1, l2, and l3 levels.
- Proficiency in troubleshooting techniques and diagnostic tools relevant to product support.
- In-depth knowledge of root cause analysis methodologies and preventive measures.
- 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).
Experience Level: 5 yrs
Pay and Benefits
Pay Range Minimum: $82,000 per year
Pay Range Maximum: $138,000 per year
HCLTech is an equal opportunity employer, committed to providing equal employment opportunities to all applicants and employees regardless of race, religion, sex, color, age, national origin, pregnancy, sexual orientation, physical disability or genetic information, military or veteran status, or any other protected classification, in accordance with federal, state, and/or local law. Should any applicant have concerns about discrimination in the hiring process, they should provide a detailed report of those concerns to secure@hcltech.com for investigation.
Compensation and Benefits
A candidate’s pay within the range will depend on their work location, skills, experience, education, and other factors permitted by law. This role may also be eligible for performance-based bonuses subject to company policies. In addition, this role is eligible for the followi14520ng benefits 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); and 10 paid holidays per year.
Salary : $82,000 - $138,000