Senior Support Lead - ITSM, Telecom
HCL Technologies · Posted today
- Remote
- Full-time
About the role
Job Summary
The Senior Product Support Lead plays a crucial role in enhancing customer satisfaction by executing continuous improvement activities and providing expert technical assistance. This position involves leading root cause analyses for critical issues and collaborating with cross-functional teams to ensure that product quality aligns with customer needs. The Senior Support Lead is essential to maintaining service excellence and driving efficiency within the support processes.
Key Responsibilities
- Act as a point of escalation for complex and high-priority customer issues by employing advanced troubleshooting techniques and ensuring timely resolution using tools like ITSM and Jira.
- Conduct root cause analysis for critical issues, employing methodologies such as the Five Whys and Fishbone Diagram, and implement preventive measures to mitigate future defects.
- Collaborate closely with product management, development, and QA teams by providing actionable feedback on product enhancements and influencing product design strategies to align with customer requirements.
- Provide technical assistance and mentorship to team members in resolving customer issues by utilizing diagnostic tools and knowledge management systems.
- Drive continuous improvement initiatives for support processes and workflows, identifying opportunities for innovation and automation with tools like ServiceNow and implementing efficiency enhancements.
Skill Requirements
- In-depth knowledge of product support methodologies (L1-L2-L3).
- Proficiency in ITSM frameworks and tools.
- Strong problem-solving skills with experience in root cause analysis techniques.
- Excellent collaboration and communication skills to work effectively across teams.
- Familiarity with automation tools and continuous improvement processes.
Other Requirements
- ITIL Foundation Certification (optional but valuable).
- Certified Support Manager (optional but valuable).
Skills
- Advanced Troubleshooting Techniques,Root Cause Analysis,Collaboration Across Teams,Technical Assistance Mentorship,Continuous Improvement Initiatives
Skills
ITSM frameworksAdvanced troubleshooting techniquesRoot cause analysisProduct support methodologies (L1-L2-L3)JiraServiceNowAutomation toolsContinuous improvement processesProblem-solvingCollaborationCommunicationTechnical assistance mentorship