Elevate your career as a Senior Technical Lead in Support & Operations at HCLTech in Mississauga, Ontario. Focus on timely resolution of escalated incidents while enhancing customer satisfaction.
HCLTech is seeking a Senior Technical Lead to manage escalated incidents and ensure compliance with SLAs. This role emphasizes mentoring, effective documentation, and clear communication with business stakeholders. You will also engage in capacity planning and validate change orders to foster a collaborative workplace.
Key Responsibilities:
• Ensure on-time resolution and quality compliance of incidents
• Mentor team members and prepare SOPs for best practices
• Act as a liaison for effective communication with stakeholders
• Participate in customer meetings to address issues
• Validate root cause and trend analyses for performance enhancement
Requirements:
• Proven experience in technical leadership roles
• Strong mentoring and communication skills
• Familiarity with incident management and SLA compliance
• Experience in change order validation and capacity planning
• Ability to analyze trends and present findings
Lead teams effectively while focusing on incident resolution and customer satisfaction at HCLTech.
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