Senior Analyst

Designation SENIOR ANALYST No of Positions 1 Skill Primary Technical Skills ERS -Other Technical Skills-Product Support L1-L2-L3 Job Family Support Posting 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 Senior Support Engineer Job Summary The Senior Support Engineer plays a critical role in maintaining customer satisfaction by effectively resolving client tickets in a timely cost-efficient and high-quality manner This position is integral to ensuring smooth product operations and enhancing the capabilities of the support team through knowledge sharing and continuous improvement 1 Key Responsibilities 1 Troubleshoot And Resolve Client Tickets Through Detailed Analysis And Application Of Product Support Techniques Ensuring Adherence To Defined Service Level Agreements 2 Develop And Deliver Training Programs For New Team Members To Enhance Their Skills In Product Support And Operational Processes 3 Facilitate Knowledge Transition Sessions During Project Enhancements Ensuring Smooth Handover Of Information And Practices To Support Teams 4 Document And Maintain Comprehensive Records Of Support Processes Troubleshooting Methods And Issue Resolution Procedures To Ensure Consistency And Knowledge Retention 5 Stay Updated On Emerging Technologies And Product Developments Related To Support Operations To Enhance Service Delivery And Problem-Solving Capabilities Skill Requirements 1 Strong Understanding Of Product Support Processes And Methodologies At L1 L2 And L3 Levels 2 Familiarity With Ticketing Systems And Support Tools 3 Basic Knowledge Of It Operations And Infrastructure 4 Excellent Communication And Interpersonal Skills For Effective Customer Interaction And Team Collaboration Certification 1 Itil Foundation Certification Is Recommended But Not Mandatory 2 Optional Certifications In Relevant Product Support Technologies Are Valuable For This Role Skill Level 3 Secondary Skill 1 Functional Skills ERS -Other Functional Skills-IT Operations Skill Level 3 Secondary Skill 2 Organizational Change Management APPS -Change Management-Change Management 101