Skills: Technical guidance, coding standards, process compliance
Job Summary
CTG Tracking ID-SUPBSS01;HM Name-52293767 Paul Hardison
Role Descriptions:
• Own and lead the actions necessary to manage a support case according to the committed SLO
• Utilize AI to detect product call flow anomalies
• Act as HCL Tech technical interface and problem handling focus point for delivery and R&D; teams
• Participate in problem diagnosis or isolation (use available analysis tools and KM materials, capture information in log file)
• Interact with next level of support (portfolio R&D; at L3 or CPE)
• Raise escalation as required and participate in escalation resolution
• Facilitate with R&D; team with data for Root Cause Analysis when needed
• Coordinate with other local HCL Tech resources (e.g. solution support teams) when necessary
• Inform customers about support case survey, proactively trigger the survey when the system is enabled to support this and encourage the customer to respond.
• Manage cases in call handling system as defined by the CTG support processes
• Participate to queue monitoring, stand-by duty,
follow the sun teams
• Proactively acquire and maintain in-depth technical knowledge of the products in scope of the team’s responsibility to enable troubleshooting of complex problems
• Capture solutions to issues to enhance the CTG Support knowledge bases (KM)
• Work with a continuous focus on the customer and take the appropriate actions to keep Customer satisfaction high
Key Responsibilities
1. To be responsible for providing technical guidance / solutions; define, advocate, and implement best practices and coding standards for the team.
2. To develop and guide the team members in enhancing their technical capabilities and increasing productivity
3. To ensure process compliance in the assigned module and participate in technical discussions/review as a technical consultant for feasibility study (technical alternatives, best packages, supporting architecture best practices, technical risks, breakdown into components, estimations).
4. To prepare and submit status reports for minimizing exposure and risks on the project or closure of escalations.
Skill Requirements
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Other Requirements
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📌 Technical Lead (Bengaluru)
🏢 HCL Technologies
📍 Bengaluru
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