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About HCLTech
HCLTech is a global technology company, spread 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. We re powered by our people a global, diverse, multi-generational talent - representing 161 nationalities whose unique spark, perspective and boundless passion drive our culture of proactive value creation and problem-solving.
Our purpose is to bring together the best of technology and our people to supercharge progress for everyone, everywhere our clients, partners, their stakeholders, communities, and the planet. As a company, we are deeply focused on accelerating our ESG agenda. We are also creating technology-enabled sustainable solutions with and for our clients and partners. We embed ESG imperatives into every aspect of our business and ensure that the progress we supercharge is responsible, inclusive and beneficial to all our stakeholders in the long term. We have committed to achieving net zero by 2040.

To learn more about how we can supercharge progress for you, visit www.hcltech.com

Senior Support Lead - Fab Services

Job Summary
The Senior Support Lead plays a crucial role in enhancing customer satisfaction by executing continuous improvement activities and conducting thorough root cause analyses. This role is responsible for providing expert technical assistance to resolve complex customer issues, ensuring high standards of service and efficiency within the Fab Services domain.

• Key Responsibilities
  1. Act As A Point Of Escalation For Complex And High-Priority Customer Issues By Utilizing Fab Services Expertise To Ensure Timely And Effective Resolution.
  2. Conduct Root Cause Analysis For Critical Issues, Implementing Preventive Measures To Minimize Future Defects And Enhance Service Reliability.
  3. Collaborate Closely With Product Management, Development, And Qa Teams To Provide Actionable Feedback On Product Improvements And Influence Design Decisions That Align With Customer Needs.
  4. Provide Technical Assistance And Mentorship To Team Members In Resolving Customer Issues, Ensuring Knowledge Sharing And Skill Development Within The Team.
  5. Drive Continuous Improvement Initiatives For Support Processes And Workflows By Identifying Opportunities For Innovation, Automation, And Efficiency Enhancements Within Fab Services.Skill Requirements
  1. Strong Understanding Of Fab Services And Its Operational Processes.
  2. Proficient In Root Cause Analysis Techniques And Preventive Measures.
  3. Excellent Collaboration Skills With The Ability To Influence Product Design Based On Customer Feedback.
  4. Solid Technical Troubleshooting Skills With A Focus On Customer Issue Resolution.
  5. Advanced Proficiency In Identifying And Driving Process Improvement Initiatives.Certification
  1. Optional But Valuable Certifications: Itil Foundation Certification, Six Sigma Green Belt.