Senior Technical Lead (Support & Operations)

Role Overview

The Senior Technical Lead (Support & Operations) is a high-impact leadership role focused on the stability, reliability, and continuous improvement of mission-critical systems. You are the final point of technical escalation, responsible for resolving the most complex incidents while ensuring absolute compliance with global Service Level Agreements (SLAs). Beyond technical resolution, you act as a bridge between high-level engineering and business operations, mentoring technical teams and translating operational performance into strategic insights for key stakeholders.

Key Responsibilities

1. Advanced Incident & Escalation Management

SLA Sovereignty: Ensure the on-time resolution of high-priority escalations and complex incidents, maintaining a relentless focus on quality and regulatory compliance.
Technical Gatekeeping: Act as the final authority on troubleshooting paths for “blocker” issues, ensuring minimal downtime for the business.
Process Integrity: Audit incident workstreams to ensure they meet agreed-upon standards for documentation and speed.

2. Team Mentorship & Knowledge Excellence

Capacity Building: Mentor administrators and junior team members to elevate the collective technical competence of the operations department.
Documentation Strategy: Spearhead the creation of Standard Operating Procedures (SOPs), technical runbooks, and comprehensive system documentation.
Knowledge Sharing: Foster a culture of continuous learning by leading technical workshops and cross-functional knowledge-sharing sessions.

3. Change Governance & Capacity Planning

Implementation Validation: Review and validate Change Order Implementation Plans to ensure zero-risk deployments.
Human Error Mitigation: Enforce rigorous “Human Error Compliance” protocols to protect system integrity during updates.
Resource Optimization: Actively participate in capacity planning exercises to ensure the infrastructure can handle future growth and peak loads.

4. Stakeholder Liaison & Customer Success

Business Communication: Act as a key liaison to various business segments, facilitating technical presentations and status updates for non-technical stakeholders.
Customer Feedback: Participate in customer-facing meetings to understand pain points firsthand, transforming feedback into operational improvements.
Reporting & Analysis: Validate Root Cause Analysis (RCA) and Trend Analysis reports, ensuring they provide actionable data for executive decision-making.

Skill Requirements

Operational Mastery: Deep expertise in managing large-scale, high-availability IT infrastructures and support ecosystems.
Analytical Reasoning: Exceptional ability to conduct Root Cause Analysis and identify systemic trends from incident data.
ITIL Proficiency: Strong understanding of ITIL frameworks (Incident, Problem, and Change Management).
Tooling Expertise: Advanced familiarity with ITSM tools (e.g., ServiceNow, Jira Service Management) and monitoring solutions.
Communication: Superior presentation skills with the ability to articulate technical failures and fixes to high-level business leaders.

Other Requirements

Professional Experience: Significant tenure in a technical support or IT operations leadership role, specifically managing complex escalations.
Emergency Leadership: Proven track record of maintaining composure and providing clear direction during major system outages or high-pressure incidents.
Process Advocacy: A disciplined approach to following and enforcing SOPs and governance protocols.
Education: A Bachelor’s degree in Computer Science, Information Technology, or a related field. Professional certifications (e.g., ITIL Expert, PMP, or technical vendor-specific certs) are highly desirable.

Why Join as a Senior Technical Lead?

This role offers the opportunity to lead the frontline of the organization’s digital stability.

Technical Authority: You are the “fixer” who handles the challenges that others cannot, earning deep respect across the engineering org.
Strategic Visibility: Your reports and analyses directly influence how the business invests in its infrastructure.
Impactful Mentorship: Directly shape the next generation of systems administrators and operations specialists.

Are you ready to lead the defense of our critical operations? Apply today to join us as a Senior Technical Lead (Support & Operations).

More information

Job Location : India
Company Name : HCLTech

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To apply for this job please visit careers.hcltech.com.