Senior Technical Support Specialist - Database Support

Experience: Not Available to Not Available years

Location: Hyderabad, India

Skills: Product Support Systems, Network Infrastructure, Technical Documentation, Incident Management, Escalation Processes, Itil Foundation Certification, Technical Certifications in Product Support Technologies

Job Summary
The Senior Technical Support Specialist plays a pivotal role in ensuring the stability and performance of critical business systems. Acting as the primary point of contact for high-impact activities, this role is essential for conducting complex support tasks, providing technical training, and serving as a Subject Matter Expert (SME). The incumbent will collaborate closely with customers to proactively address issues, implement preventive measures, and enhance the overall customer experience.

Key Responsibilities
1. Act As The Point Of Contact For All High Business-Impact Critical Activities, Managing Technical Escalations Effectively And Ensuring Timely Resolution.
2. Conduct Complex Support Activities Using Advanced Troubleshooting Skills In Product Support, Overseeing The Resolution Process And Providing Technical Training To Less Experienced Team Members.
3. Work Directly With Customers To Identify Potential Preventive Measures Using Network-Level Knowledge,



Thereby Reducing Future Defects And Enhancing System Reliability.
4. Identify Risks Associated With Product Functionalities And Establish Contingency Plans To Mitigate Potential Impacts On Business Operations.
5. Serve As A Subject Matter Expert (Sme) In Product Support, Delivering Technical Assistance And Guidance To Both The Organization And End Customers, Ensuring That Solutions Are Aligned With Best Practices.
6. Assist In The Creation And Development Of Initial Troubleshooting Tools For Customers, Transforming These Tools Into Value-Added Service Offerings.

Skill Requirements
1. Expert Proficiency In Product Support Systems And Troubleshooting Methodologies.
2. Solid Understanding Of Network Infrastructure And Its Implications On Product Performance.
3. Excellent Communication Skills To Effectively Engage With Customers And Team Members.
4. In-Depth Knowledge Of Technical Documentation And The Ability To Create User-Friendly Guides And Tools.
5. Proficiency In Incident Management And Escalation Processes.

Other Requirements
1. Itil Foundation Certification Is Optional But Valuable For This Position.
2. Relevant Technical Certifications In Product Support Technologies Are Also Optional But Recommended.

📌 Senior Technical Support Specialist Database Support (Secunderabad)
🏢 HCL Technologies
📍 Secunderabad