Senior Support Lead - Database Support

Experience: Not Available to Not Available years

Location: Bengaluru, India

Skills: Product Support Processes, Problem-Solving Skills, Root Cause Analysis Techniques, Collaboration with Cross-Functional Teams, Process Improvements, ITIL Foundation Certification, Product Support Tools and Technologies

Job Summary The Senior Product Support Lead plays a critical role in ensuring the seamless operation of product support services. This position is responsible for driving continuous improvement initiatives, executing root cause analyses, and delivering technical assistance to resolve complex customer issues. By collaborating with cross-functional teams, the Senior Support Lead influences product design and enhances service quality, ultimately contributing to customer satisfaction and business objectives.

Key Responsibilities

- Act As A Point Of Escalation For Complex And High-Priority Customer Issues By Leveraging Product Support Knowledge And Troubleshooting Skills To Ensure Timely And Effective Resolution.

2.

Conduct

In-Depth Root Cause Analysis For Critical Issues, Implementing Preventive Measures To Mitigate Future Defects And Enhance Product Reliability.

3.

Collaborate Closely With Product

Management, Development, And Qa Teams To Provide Actionable Feedback On Product Improvements, Influence Product Design, And Ensure Alignment With Customer Requirements And Expectations.

4.





Provide Technical Assistance And Mentorship To

Team Members, Facilitating Their Ability To Diagnose And Resolve Customer Issues Efficiently.

- Drive Continuous Improvement Initiatives For Support Processes And Workflows By Identifying Opportunities For Innovation, Automation, And Efficiency Enhancements To Improve Service Delivery And Customer Satisfaction.

Skill Requirements

1.

Solid Understanding Of Product Support Processes

And Methodologies At Various Levels (L1, L2, L3).

2.

Excellent

Problem-Solving Skills With The Ability To Analyze Complex Issues And Implement Effective Solutions.

3.

Proficient In Root Cause Analysis Techniques

And Preventive Measures.

4.

Experience In Collaborating With Cross-Functional Teams, Including Product Management And Development, Effectively Advocating For Customer Needs.

5.

Advanced Proficiency In Identifying And Driving

Process Improvements And Efficiencies In Support Workflows.

Other Requirements

1.

Itil Foundation

Certification (Optional But Valuable).

2.

Certifications In Relevant Product Support Tools And Technologies (Optional But Valuable).

SRE mindset is critical(not checkbox compliance)

Ideal candidates have hands-on SRE or frontline production support experience.

Expectation is to challenge, question, and validate readiness, not just certify via checklists.

Success is measured by near-zero production incidents post-change.

📌 Senior Support Lead Database Support (India)
🏢 HCL Technologies
📍 India