Job Description
Senior track lead
Job Summary
-
Location: Georgia
-
Project role: Senior track lead
-
Skills: OpenText Exstream
-
No. of positions: 2
Job description:
To be responsible for overseeing the operations of the support team including , ticket tracking and escalations to ensure smooth service delivery.
- To monitor and track tickets/change requests and manage SLAs.
- To work towards continuous improvement , perform root cause analysis and act as a point of escalation for complex and high-priority customer issues, ensuring timely resolution and maintaining high levels of customer satisfaction.
- To prepare and submit status reports for minimizing exposure and risks on the project or closure of escalations
- To develop and guide the team members in enhancing their technical capabilities and increasing productivity
Disclaimer
HCL is an equal opportunity employer, committed to providing equal employment opportunities to all applicants and employees regardless of race, religion, sex, color, age, national origin, pregnancy, sexual orientation, physical disability or genetic information, military or veteran status, or any other protected classification, in accordance with federal, state, and/or local law. Should any applicant have concerns about discrimination in the hiring process, they should provide a detailed report of those concerns to secure@hcltech.com for investigation.