Senior Support Lead - ITSM, Telecom
About this 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
1. 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.
2. 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.
3. 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.
4. Provide Technical Assistance And Mentorship To Team Members In Resolving Customer Issues By Utilizing Diagnostic Tools And Knowledge Management Systems.
5. Drive Continuous Improvement Initiatives For Support Processes And Workflows, Identifying Opportunities For Innovation And Automation With Tools Like Servicenow And Implementing Efficiency Enhancements.
2. 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.
3. 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.
4. Provide Technical Assistance And Mentorship To Team Members In Resolving Customer Issues By Utilizing Diagnostic Tools And Knowledge Management Systems.
5. 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
1. In-Depth Knowledge Of Product Support Methodologies (L1-L2-L3)
2. Proficiency In Itsm Frameworks And Tools
3. Strong Problem-Solving Skills With Experience In Root Cause Analysis Techniques
4. Excellent Collaboration And Communication Skills To Work Effectively Across Teams
5. Familiarity With Automation Tools And Continuous Improvement Processes
2. Proficiency In Itsm Frameworks And Tools
3. Strong Problem-Solving Skills With Experience In Root Cause Analysis Techniques
4. Excellent Collaboration And Communication Skills To Work Effectively Across Teams
5. Familiarity With Automation Tools And Continuous Improvement Processes
Other Requirements
1. Itil Foundation Certification (Optional But Valuable)
2. Certified Support Manager (Optional But Valuable)
2. Certified Support Manager (Optional But Valuable)
Frequently Asked Questions
Is the salary disclosed for the Senior Support Lead - ITSM, Telecom position at HCLTech?
The salary for this Senior Support Lead - ITSM, Telecom role at HCLTech is not publicly listed. Click "Apply Now" to learn more about the compensation package on their official careers page.
Where is the Senior Support Lead - ITSM, Telecom position at HCLTech located?
This Senior Support Lead - ITSM, Telecom role at HCLTech is based in Bengaluru, India. The position is listed as on-site or hybrid. Check the full job description or apply directly to confirm the work arrangement.
How do I apply for the Senior Support Lead - ITSM, Telecom position at HCLTech?
Click the "Apply Now" button on this page. You will be redirected to HCLTech's official application portal hosted on successfactors where you can submit your application directly.
When was the Senior Support Lead - ITSM, Telecom job at HCLTech posted?
This Senior Support Lead - ITSM, Telecom position at HCLTech was posted on Oct 6, 2026. Apply as soon as possible — early applications are often reviewed first.
Senior Support Lead - ITSM, Telecom
HCLTech
You'll be redirected to HCLTech's official application page on successfactors.