11 Oct
|
HCLTech
|
Madurai
Technical Lead (Support & Operations)
Madurai, Tamil Nadu
Job Summary
To ensure on-time resolution of escalations/complex incidents,as per quality norms and ensure positive customer satisfaction.
Key Responsibilities
- To ensure on-time resolution & quality compliance of escalated tickets/incident as per the agreed SLA.
- To perform value addition activities such as mentoring administrators/team members, preparing SOPs, maintaining effective documentation simultaneously and Knowledge sharing.
- To participate in Change Order Implementation Plan & Human Error Compliance and participate in Capacity planning.
- To ensure positive customer feedback & satisfaction through active participation in customer meetings to understand any issues faced.
- To validate analyses (eg.
Root Cause
Analysis ,Trend Analysis) and reports to facilitate performance in tasks to be presented to key business stakeholders.
📌 Technical Lead (Support & Operations) (Madurai)
🏢 HCLTech
📍 Madurai