Senior Technical Support Specialist
India
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Job Description
Senior Technical Support Specialist
Bengaluru, Karnataka

Job Summary

  • Provide detailed IT Solution Architecture for new processes and gaps
  • Facilitate & perform detailed req.'s eng. with Moscow & detailed Bus. Process Design (Micros)
  • Liaise with Solution Consultants to resolve architectural issues
  • Estimate user stories, tasks, change requests, MoSCoW prioritize
  • Align scope, build user stories and have timebox finished products approved (according to DoD)
  • Prepare test data and pretest new functionality (Unit Test and Function Test within IT)
  • Presentation of finished products and the developed functionalities
  • Integration Test and User Acceptance Test with Business key users
  • Perform, plan and support data migration in projects / timeboxes, ensure required data quality
  • Contribute to IT/Business Docu. or validation documents in projects/support as outlined in RACI matrix
  • Train key users and relevant SAPCC peers on ERP processes
  • Complete Hyper care phase and resolve support incidents after go live until project signoff
  • Handover knowhow, docu and solution to support team
  • Resolve Level 3 Support Issues
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Key Responsibilities

1. To be the point of contact for all high business impacting critical activities and technical escalations.
2. To conduct complex support activities and provide oversight and technical training to the less senior team members.
3. To actively work with customers to identify any necessary preventive measures to reduce future defects (using network level knowledge).
4. To identify risks and form contingency plans.
5. To serve as a Subject Matter Expert (SME) and provide technical support and assistance to Organization and the end customers.
6. To assist in creation and development of customer initial troubleshooting tools that could be a service offering.

Skill Requirements

  • Perform feasibilities, prototype pre-liminary solutions and present to business/IT stakeholders
  • Facilitate & perform high level req.'s eng. with Moscow & high level Business Process Design (Macros)
  • Ensure global best practice business processes are implemented for any new processes / requirements
  • Acquire new projects, sell proposed Solution, create foundation documents, handover to build resources
  • Provide detailed technical knowhow to support solution decisions for different options
  • Consulting for, coordination and alignment with GPOs regarding project, CR- or process related issues
  • Plan projects, CR Releases, schedule and budget them, complete project plan document in foundation
  • Create and Extend program specifications for CRs, Projects, new Releases etc.
  • Plan, test and Execute project cutover activities
  • Ensure System is implemented & maintained according to GRC req's & policies (e.g. Authoriz., GxP etc.)
  • Support audits from governing bodies (e.g. Auditor, TüV, FDA etc.)
  • Support all business & org. change activities and support Business (e.g. Business PM) with methodology
  • Escalation Management on Project Issues, CRs, Incidents or Service Requests
  • Perform timebox / Increment / Project signoff and Closure according to Methodology / CIT policies
  • Perform Service Requests (standard change or service that is pre-approved because low risk)
  • Problem Management (root case analysis and issue bundling)
  • Support recruiting process for internal staff within Sonova processes and tools
  • Liaise with other cross functional teams in or outside CIT for any other relevant issue resolution
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Other Requirements

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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 223,000 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 June 2026 totaled $14.8 billion.