Technical Lead (Support & Operations)

Job description

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 Other Requirements 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 230,000 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 September 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. 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