Technical Lead (Support & Operations)

Role Overview HCLTech is seeking an experienced Technical Lead to oversee Support and Operations in Bengaluru. In this role, you will ensure the on-time resolution of escalated and complex technical incidents in compliance with quality norms. This is a senior opportunity to mentor team members, drive SLA compliance, and maintain positive relationships with key business stakeholders. Key Responsibilities - Ensure on-time resolution and quality compliance of escalated tickets and incidents as per agreed SLAs. - Mentor junior administrators and team members while preparing standard operating procedures. - Maintain effective technical documentation and drive knowledge sharing across the department. - Participate in Change Order implementation plans, human error compliance, and capacity planning. - Engage actively in customer meetings to understand feedback and ensure positive satisfaction. - Validate root cause analysis, trend analysis, and reports for presentation to business stakeholders. Required Qualifications - Bachelor's or Master's degree in Computer Science, Information Technology, or a related field. - Demonstrable experience in IT support operations, incident management, and SLA compliance. - Strong technical troubleshooting capabilities with a detail-oriented analytical approach. - Excellent interpersonal, mentoring, and verbal and written communication skills. - Familiarity with ITIL framework, change management, and service operations standards. Why Join Us At HCLTech, we provide a collaborative and dynamic environment where you can lead critical technical operations. We offer competitive benefits, continuous learning options, and clear paths for leadership development.