Support Lead
India
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Job Description
Support Lead
| Bengaluru, KarnatakaHyderabad, Telangana

Job Summary

To execute continuous improvement activities, work on root cause analysis, and provide technical assistance to resolve customer issues.

Key Responsibilities

1. To troubleshoot and resolve critical and complex tickets.
2. To create the root cause analysis for critical issues/faults (hands on working).
3. To implement any necessary preventive measures to reduce future defects.
4. To provide technical assistance to the team members in resolving customer issues.
5. To execute continuous improvement activities and to improve the team’s performance.

Skill Requirements

  • Monitoring: AppDynamics, Splunk, Big Panda, Grafana (added)
  • Schedulers: Autosys (advanced), Control‑M (optional)
  • OS: Good Unix/Linux skills; shell scripting a plus
  • Databases: Oracle, MSSQL, MongoDB - Ability to write queries in anyone of the DB
  • Cloud / DevOps (Good to Have): AWS basics, CI/CD, Docker, Kubernetes
  • Languages: Basic understanding of Java/.NET logs; scripting (Python/Shell) helpful 

Other Requirements

Advanced Troubleshooting & RCA

  • Handle escalations from L1 and resolve complex application issues.
  • Perform detailed Root Cause Analysis (RCA) and drive permanent fixes.
  • Work closely with Development, DevOps, Infrastructure, and Release teams.

Batch Management & Monitoring Optimization

  • Review and optimize Autosys batch jobs, including failure pattern analysis.
  • Configure/tune alerts and thresholds in AppDynamics, Splunk, Big Panda, Grafana, Kibana.
  • Conduct log analysis, query analysis, and application health checks.

Incident, Problem & Change Management

  • Take ownership of P1/P2 high‑severity incidents.
  • Engage in Problem Management to eliminate repeat incidents.
  • Validate and implement releases, patches, configuration changes.

Environment & Application Support

  • Support DEV / SIT / UAT / PROD environments.
  • Deploy patches, troubleshoot integration/API issues, and validate releases.
  • Perform post‑deployment checks and environment stability reviews.

Collaboration & Process Improvement

  • Work with cross‑functional teams (Development, QA, SMEs).
  • Create and maintain SOPs, knowledge articles, and troubleshooting guides.
  • Mentor L1 analysts and drive process optimization/automation. 
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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.