Job Summary

ask Description: Service Ownership
Manage E2E the service ownership across all orgs
Maintain ticket SLA as per ITS governance model. Monitor production tickets
Manage support team capacities, ticket volume, and report remaining capacity for other tasks to ITS PM’s
Manage team leave plans to ensure team availability on all days
Review tickets to ensure all tickets have correct information populated as per guidelines.
Identify service improvements and cost optimization initiatives
Monitor upcoming SF release and analyze impact on production orgs
Maintaining support documentation which is requested on on-going basis
Prepare and present monthly service review meetings with ITS and business team regarding on on-going basis
Prepare and present monthly service review meetings with ITS and business team regarding org health
Audit and Compliance:
Conduct User Access Review – Once in 6 months
Adherence to ITS change management process and other compliance topics
Prepare and review Service documents along with the team e.g. Authorization concept, Logging Concept etc.
Managing E2E Security aspects of the orgs wrt SAST and Fortify scans etc.
Other:
Participate in the Sprint planning calls to discuss opportunities where 2LS team can support build team
Lead discussions for Backup and Archiving, Security tool assessment Supp"

Key Responsibilities

ask Description: Service Ownership
Manage E2E the service ownership across all orgs




Maintain ticket SLA as per ITS governance model. Monitor production tickets
Manage support team capacities, ticket volume, and report remaining capacity for other tasks to ITS PM’s
Manage team leave plans to ensure team availability on all days
Review tickets to ensure all tickets have correct information populated as per guidelines.
Identify service improvements and cost optimization initiatives
Monitor upcoming SF release and analyze impact on production orgs
Maintaining support documentation which is requested on on-going basis
Prepare and present monthly service review meetings with ITS and business team regarding on on-going basis
Prepare and present monthly service review meetings with ITS and business team regarding org health
Audit and Compliance:
Conduct User Access Review – Once in 6 months
Adherence to ITS change management process and other compliance topics
Prepare and review Service documents along with the team e.g. Authorization concept, Logging Concept etc.
Managing E2E Security aspects of the orgs wrt SAST and Fortify scans etc.
Other:
Participate in the Sprint planning calls to discuss opportunities where 2LS team can support build team
Lead discussions for Backup and Archiving, Security tool assessment Supp"

Skill Requirements

Must Have Skill

Incident management,Support,Ticketing system management

Valuable to Have Skill

Other Requirements

📌 Technical Lead (Support & Operations) (India)
🏢 HCLTech
📍 India