Senior Support Lead - ITSM, Telecom
Netherlands
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Job Description
Senior Support Lead - ITSM, Telecom
Buren, Gelderland

Job Summary

The Senior Product Support Lead plays a crucial role in enhancing customer satisfaction by executing continuous improvement activities and providing expert technical assistance. This position involves leading root cause analyses for critical issues and collaborating with cross-functional teams to ensure that product quality aligns with customer needs. The Senior Support Lead is essential to maintaining service excellence and driving efficiency within the support processes.

Required:

• BS in Engineering, Computer Science, or other technical degree.

• Experience in operating automated systems understanding the automation fundamentals.

• Excellent understanding of cGMP's, SDLC methodologies and LEAN/MPS/ Sigma principles.

• Excellent facilitation, problem solving, and decision making skills.

• Demonstrated ability to analyze and define business problems, develop business cases, and identify appropriate process and technological solutions is essential

• Experience in integrating vendor packaged equipment into a site digital landscape.

Desired:

• Experience in the commissioning of PLC/DCS’s systems at a GMP manufacturing site.

• Kneat electronic validation system experience.

• FAT experience at Vendor’s site.

Key Responsibilities

1. Act As A Point Of Escalation For Complex And High-Priority Customer Issues By Employing Advanced Troubleshooting Techniques And Ensuring Timely Resolution Using Tools Like Itsm And Jira.
2. Conduct Root Cause Analysis For Critical Issues, Employing Methodologies Such As The Five Whys And Fishbone Diagram, And Implement Preventive Measures To Mitigate Future Defects.
3. Collaborate Closely With Product Management, Development, And Qa Teams By Providing Actionable Feedback On Product Enhancements And Influencing Product Design Strategies To Align With Customer Requirements.
4. Provide Technical Assistance And Mentorship To Team Members In Resolving Customer Issues By Utilizing Diagnostic Tools And Knowledge Management Systems.
5. Drive Continuous Improvement Initiatives For Support Processes And Workflows, Identifying Opportunities For Innovation And Automation With Tools Like Servicenow And Implementing Efficiency Enhancements.

Skill Requirements

CSV, Excellent understanding of cGMP's, SDLC methodologies and LEAN/MPS/ Sigma principles. 

Other Requirements

1. Itil Foundation Certification (Optional But Valuable)
2. Certified Support Manager (Optional But Valuable)
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Information at a Glance

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.
23 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: https://rmkcdn.successfactors.com/147eb21f/a701dca9-f32d-4fc9-9447-6.svg Industry-benchmarked compensation https://rmkcdn.successfactors.com/147eb21f/b0c54381-ddcc-4a33-9b35-9.svg Best-in-class healthcare benefits https://rmkcdn.successfactors.com/147eb21f/b73027be-7aae-4d36-a090-4.svg Personal time off https://rmkcdn.successfactors.com/147eb21f/d5b4fdfd-2e99-4e26-9878-9.svg Maternity and paternity benefits https://rmkcdn.successfactors.com/147eb21f/3d42b0fc-4652-435a-9ece-c.svg Access to skills / higher education programs/resources https://rmkcdn.successfactors.com/147eb21f/aeddeaf2-9e25-4584-ad11-d.svg Discounts on products and services via Benefit Box https://rmkcdn.successfactors.com/147eb21f/a9609a3b-2700-4b3c-9d90-a.svg Participate in CSR programs and live life with a purpose https://rmkcdn.successfactors.com/147eb21f/c6e33851-710f-4634-bd69-f.svg 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.