Technical Support Specialist
IT, Customer Service
Job Summary
Job Description
1. Own end-to-end AMS delivery across L2/L3 support
2. Ensure SLA/KPI adherence with regular performance tracking and reporting
3. Manage incidents & major incidents, including escalation and war room coordination
4. Drive problem management & RCA to reduce recurring issues
5. Act as primary stakeholder interface for client/business communication
6. Lead service governance (daily/weekly/monthly reviews, dashboards)
7. Drive continuous improvement & automation initiatives
8. Manage support teams (onshore/offshore, capacity, shifts, skills)
9. Ensure application stability & environment management (monitoring, releases, health checks)
10. Build and maintain knowledge base & documentation, ensuring smooth transitions and support continuity
Key Responsibilities
1. To troubleshoot and resolve critical and complex tickets.
2. To create the root cause analysis for critical issues/faults (hands on working).
3. To implement any necessary preventive measures to reduce future defects.
4. To provide technical assistance to the team members in resolving customer issues.
5. To execute continuous improvement activities and to improve the teamâs performance.
Skill Requirements
Skills :
1. ITSM / ITIL expertise – strong knowledge of incident, problem, change management frameworks
2. Service delivery & SLA management – monitor and drive KPI/SLA performance
3. Stakeholder management – ability to interface with business, client, and vendors
4. Incident & RCA capability – lead issue resolution and root cause analysis
5. Team leadership – manage global (onshore/offshore) support teams
6. Application support knowledge – understanding of L2/L3 support models and enterprise apps
7. Analytical & problem-solving skills – analyse ticket trends, recurring defects, and performance gaps
8. Communication skills – clear reporting, executive updates, and escalation handling
9. Continuous improvement mindset – drive automation, optimisation, and productivity initiatives
10. Knowledge management & documentation – maintain KEDB, SOPs, and reusable solutions
11. Technical Knowledge of Retail PLM application (FlexPLM/Centric/Bamboo Rose/ DeSL etc.)
Other Requirements
US Location: Place/State : Orlando (Florida)
Billing rate / hour in USD : /$100/Hr
Why HCLTech?
At HCLTech, you'll supercharge your potential. You'll find your career. And you'll find your spark. All at a place that knows that helping its customers stay on top starts by putting its people first.
HCLTech is a global technology company, home to more than 226,300 people 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. Consolidated revenues as of 12 months ending December 2025 totaled $14.5 billion.
Compensation and Benefits
A candidate’s pay within the range will depend on their skills, experience, education, and other factors permitted by law. This role may also be eligible for performance-based bonuses subject to company policies. In addition, this role is eligible for the following benefits subject to company policies: medical, dental, vision, pharmacy, life, accidental death & dismemberment, and disability insurance; employee assistance program; 401(k) retirement plan; 10 days of paid time off per year (some positions are eligible for need-based leave with no designated number of leave days per year); and 10 paid holidays per year.
