onsite
Senior Support Engineer - IT Operations - HCLTech
Software Engineer
Senior Support Engineer responsible for rapid ticket resolution, SLA compliance, and operational excellence, leveraging Linux, Python scripting, and ITIL best practices to maintain high‑quality product performance and mentor the support team.
About the role
Key Responsibilities
- Analyze, troubleshoot, and resolve client tickets across multiple platforms while strictly adhering to defined Service Level Agreements.
- Provide deep-dive technical support for product issues, performing root‑cause analysis and documenting solutions for knowledge‑base enrichment.
- Design, deliver, and continuously improve training programs for new and existing support staff to elevate product expertise and operational efficiency.
- Collaborate with development, QA, and infrastructure teams to drive incident remediation, post‑mortem reviews, and process enhancements.
- Maintain and monitor Linux‑based environments, develop automation scripts (e.g., Python) to streamline repetitive tasks and improve response times.
Requirements
- 5+ years of hands‑on experience in IT operations or technical support, with a strong focus on incident management and ticket resolution.
- Proficiency in Linux system administration and scripting languages such as Python or Bash.
- Solid understanding of ITIL frameworks and proven ability to work within SLA‑driven environments.
- Excellent communication skills, capable of translating complex technical concepts for both technical and non‑technical audiences.
- Demonstrated experience in mentoring or training team members and driving continuous improvement initiatives.