Sr Technical Lead (Support & Operations)

Job description

To ensure on-time resolution of escalations/complexincidents, provide technical guidance to the team and ensure positive customer satisfaction. Key Responsibilities Own the long term strategy of knowledge management for the OMC to develop focus areas, tools and procedures that can deliver the desired outcomes of the Knowledge Management process Develop standard formats for knowledge submissions and socialize them with the Technology tracks Improve the Knowledge Management tools and their ability to provide better, fast search results to support Incident Management process and to provide better ability to relate the Incidents with Knowledgebase articles Run knowledge submission campaigns with different technology tracks and support these campaigns with a reward and recognition program to recognize the knowledge contributing staff Periodically review the effectiveness, usability and defects reported in the knowledgebase and suggest improvements Generate awareness and interest among the resolving groups in submitting the information into the knowledgebase by motivation and recognition programs Enforcing the use of Knowledgebase among the Service Desk and the resolving groups staff Establish periodic housekeeping procedures to purge the Knowledgebase relating to obsolete technology components Optimizing the ability of the tools to Search and relate the Knowledgebase items to the Product and operational categorizations, Configuration Items, Incident records and Problem records Establish effective approval and standardization for Knowledgebase submissions Improve the policies and procedures for submitting, retrieving and housekeeping of the Knowledge contained in the Knowledgebase Exploring the possibility of procuring and/or relating to the external sources of Knowledgebase articles relating to proprietary and third party technologies and applications Motivating the technical staff to forego the retention of ad-hoc knowledgebase in distributed locations Obtain the baseline documentation of the Process and Tools including additional other documents as signed off and approved by the authorized customer representatives Follow formal version and change control methods as agreed with the customer representatives Host the read-only versions of the released documentation at the designated secure, backed up and access controlled documentation repository of the OMC and issue formal communication to the OMC staff announcing such release Simplify process documentation in order to make it easily understandable for operations staff at the point of use Identify and suggest changes to the ‘Foundation data’ in the tools Analyze and suggest tool customizations in the interest of process workflow optimization Work with the tools teams to standardize reports Open formal RFCs and work with Tools teams in order to implement customizations and improvements in the tools for process augmentation Track tool customizations, affected functionalities and document the release notes in order to conserve the audit trail Document the use cases, test cases and test reports formally and participate in release management for the augmentation and upgrades of the tools Communicate to all relevant teams (including supporting vendors and customers), the SLA targets as agreed in the service contracts and as configured in the tools as Service Performance Targets Generate and publish process performance reports periodically, analyze the root cause of performance shortfalls against committed SLA performance targets and internally tracked KPIs to initiate improvements Periodically review the process to maintain currency of knowledge, contact information and relevance to the changing business context, policies and priorities Receive, analyze and incorporate feedback from customers that suggest improvements Skill Requirements null Other Requirements Align the Process to the standards and methods as per the Service Management Practice issued from the CFS Process Consulting group Communicate to the resolving groups, the importance of specific process activities and how they can be best executed along with the information that they must log and update in the tools Actively participate in programs that identify process and service management (ITIL) training needs for the operations staff Apply now Information at a Glance Why HCLTech? At HCLTech, you'll supercharge your potential. You'll find your career. And you'll find your spark. All at a place that knows that helping its customers stay on top starts by putting its people first. HCLTech is a global technology company, home to more than 223,000 people across 60 countries, delivering industry-leading capabilities centered around digital, engineering, cloud and AI, powered by a broad portfolio of technology services and products. We work with clients across all major verticals, providing industry solutions for Financial Services, Manufacturing, Life Sciences and Healthcare, Technology and Services, Telecom and Media, Retail and CPG, and Public Services. Consolidated revenues as of 12 months ending June 2026 totaled $14.8 billion. Disclaimer Privacy Statement Terms of use Sitemap Raise a Grievance We use cookies on our site. Please read more about cookies policy here. Opens in a new tab. Opens in a new tab. Opens in a new tab. Opens in a new tab. Opens in a new tab. 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