Sr Technical Lead (Support & Operations)

Role Overview HCLTech is seeking an analytical Sr Technical Lead to oversee support and operations at our Chennai location. You will guide a technical team in resolving high-priority escalations and maintaining positive customer feedback. This role is ideal for experienced IT support professionals ready to lead enterprise operations and stakeholder communications. Key Responsibilities - Drive on-time resolution and quality compliance of escalated IT tickets. - Mentor team administrators and prepare structured standard operating procedures. - Validate change implementation plans and support IT capacity planning. - Compile root cause analysis and trend reports for business segment leaders. - Participate in customer meetings to analyze issues and improve service quality. - Foster database and system documentation updates for internal reference. Required Qualifications - Graduation degree in Computer Science, Engineering, or a related discipline. - Five or more years of experience in system administration or technical support. - Proven experience in handling SLA compliance and escalations. - Strong team management and coaching capabilities. - Outstanding verbal and written communication skills in English. Why Join Us HCLTech offers a platform to work with global clients and lead complex technology infrastructure projects. Enjoy comprehensive benefits, clear growth pathways, and a highly collaborative team culture.