Senior Support Lead
Customer Service
Job Summary
We are seeking a seasoned AM, PB & Enterprise Support Engineer with 8+ years of experience to provide end-to-end application support across banking enterprise platforms. The role involves managing L2/L3 production support, incident management, problem resolution, and team leadership in a 24x7 on-call support environment. The ideal candidate will have strong hands-on experience supporting Robotics Process Automation (RPA) applications and enterprise platforms within the banking domain, ensuring high system availability, SLA compliance, and continuous service improvement.
Key Responsibilities
Application & Production Support — Provide L2/L3 support for AM (Application Management), PB (Private Banking), and Enterprise applications. Ensure timely resolution of incidents, service requests, and production issues within defined SLAs. RPA Support & Management — Support and maintain Robotics Process Automation applications such as Blue Prism, Automation Anywhere, or UiPath. Troubleshoot bot failures, scheduling issues, and process exceptions to ensure seamless automation workflows. Enterprise Platform Support — Manage and support enterprise platforms including Microsoft SharePoint, BMC Remedy, K2 Software, Microsoft IIS, and
Skill Requirements
| Skill | Description |
| Banking Domain Experience | Minimum 5 years of hands-on support experience in the banking/financial services domain. |
| RPA Tools | Hands-on experience supporting Blue Prism, Automation Anywhere, or UiPath — at least one is mandatory. |
| Microsoft SharePoint | Experience in supporting and administering Microsoft SharePoint environments. |
| BMC Remedy | Hands-on experience with BMC Remedy for ITSM — incident, problem, and change management. |
| K2 Software | Experience supporting K2 workflow and business process automation platform. |
| Technical Platforms | Working experience with MS Windows, Unix, Oracle, Microsoft IIS, MS SQL Server, Java, Control-M, and Scripting (at least a few are mandatory). |
| Team Leadership | Proven experience leading a support team — shift management, mentoring, and performance management. |
| 24x7 On-Call Support | Willingness and prior experience working in 24x7 on-call rotational support model. |
| Overall Experience | 8+ years of total IT experience with a strong focus on application/production support. |
Other Requirements
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.
Benefits
At HCLTech, we believe in empowering our employees with comprehensive benefits that support their professional growth and enhance their well-being. When you sign up for a career with us, you gain access to:
Industry-benchmarked compensation
Best-in-class healthcare benefits
Personal time off
Maternity and paternity benefits
Access to skills / higher education programs/resources
Discounts on products and services via Benefit Box
Participate in CSR programs and live life with a purpose
Opportunities to grow and advance your career
Note: The benefits listed above vary depending on the nature of your employment and the country where you work. Some benefits may be available in some countries but not in all.
