職務内容：

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 Product Support Lead

Job Summary
The Senior Product Support Lead plays a crucial role in enhancing customer satisfaction by executing continuous improvement activities and providing expert technical assistance. This position involves leading root cause analyses for critical issues and collaborating with cross-functional teams to ensure that product quality aligns with customer needs. The Senior Support Lead is essential to maintaining service excellence and driving efficiency within the support processes.

• Key Responsibilities
  1. Act As A Point Of Escalation For Complex And High-Priority Customer Issues By Employing Advanced Troubleshooting Techniques And Ensuring Timely Resolution Using Tools Like Itsm And Jira.
  2. Conduct Root Cause Analysis For Critical Issues, Employing Methodologies Such As The Five Whys And Fishbone Diagram, And Implement Preventive Measures To Mitigate Future Defects.
  3. Collaborate Closely With Product Management, Development, And Qa Teams By Providing Actionable Feedback On Product Enhancements And Influencing Product Design Strategies To Align With Customer Requirements.
  4. Provide Technical Assistance And Mentorship To Team Members In Resolving Customer Issues By Utilizing Diagnostic Tools And Knowledge Management Systems.
  5. Drive Continuous Improvement Initiatives For Support Processes And Workflows, Identifying Opportunities For Innovation And Automation With Tools Like Servicenow And Implementing Efficiency Enhancements.Skill Requirements
  1. In-Depth Knowledge Of Product Support Methodologies (L1-L2-L3)
  2. Proficiency In Itsm Frameworks And Tools
  3. Strong Problem-Solving Skills With Experience In Root Cause Analysis Techniques
  4. Excellent Collaboration And Communication Skills To Work Effectively Across Teams
  5. Familiarity With Automation Tools And Continuous Improvement ProcessesCertification
  1. Itil Foundation Certification (Optional But Valuable)
  2. Certified Support Manager (Optional But Valuable)