Sr Technical Lead (Support & Operations)

Experience: 2 to 6 years

Location: Lucknow, India

Skills: Remote Desktop Support, Technical Support, ITIL

Job Summary
The Remote Desktop Support Engineer is responsible for providing remote technical support to end users across multiple operating entities and geographies. The role focuses on resolving end user computing issues through remote tools while ensuring adherence to SLAs, KPIs, and ITIL best practices. This role supports shift left initiatives by resolving issues at the earliest possible level.

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.

📌 Sr Technical Lead (Support & Operations) (Lucknow)
🏢 HCL Technologies
📍 Lucknow