Support Lead
India
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Job Description
Support Lead
| Chennai, Tamil NaduBengaluru, Karnataka

Job Summary

Collaborate with the AMS Lead to prioritize and resolve incidents, service requests, and minor enhancements.
1) Configuration and Enhancement: Configuring the Icertis CLM software for client, tailoring it to their specific needs and business processes. Designing and implementing enhancement solutions that improve contract management efficiency and align with client requirements
Handle configuration changes and assist in release management activities.
2) Troubleshooting and Problem Solving: Diagnosing and resolving complex problems related to CLM architect. 
3) Technical Support: Providing advanced technical support to stakeholders
4) Platform Upgrade: Icertis upgrade management activities including tracking the upgrade schedule, impact analysis, testing new features, conclude features to be adapted 
5) Training and Support: Providing comprehensive training and ongoing support to users on effectively utilizing the Icertis CLM platform
6) Maintaining Integrations: Monitoring and maintaining existing integrations, troubleshooting issues, and ensuring data synchronization between systems
7) Mentoring: Providing technical guidance to other support teams

 

Key Responsibilities

Collaborate with the AMS Lead to prioritize and resolve incidents, service requests, and minor enhancements.
1) Configuration and Enhancement: Configuring the Icertis CLM software for client, tailoring it to their specific needs and business processes. Designing and implementing enhancement solutions that improve contract management efficiency and align with client requirements
Handle configuration changes and assist in release management activities.
2) Troubleshooting and Problem Solving: Diagnosing and resolving complex problems related to CLM architect. 
3) Technical Support: Providing advanced technical support to stakeholders
4) Platform Upgrade: Icertis upgrade management activities including tracking the upgrade schedule, impact analysis, testing new features, conclude features to be adapted 
5) Training and Support: Providing comprehensive training and ongoing support to users on effectively utilizing the Icertis CLM platform
6) Maintaining Integrations: Monitoring and maintaining existing integrations, troubleshooting issues, and ensuring data synchronization between systems
7) Mentoring: Providing technical guidance to other support teams

 

Skill Requirements

Icertis Expertise: 4 to 6 years of working experience with proven knowledge in managing, implementing and configuring Icertis CLM solutions.  Strong understanding of contract lifecycle management (CLM) processes and best practices. Proficiency in using the Icertis CLM software and related tools and worked on minimum of 3 to 4 Icertis project involving implementation, enhancement scope
• Problem-Solving: Excellent analytical and problem-solving skills to diagnose and resolve complex issues. 
• Soft Skills: Good verbal and written communication skills to explain technical concepts to both technical and non-technical audiences 

 

Other Requirements

• Icertis certifications (e.g., ICI Practitioner, ICI Administrator, ICI Sourcing Consultant)
• Strong understanding of contract lifecycle management (CLM) processes and best practices. 

 
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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.