HCL Technologies - Atlanta, GA
posted about 1 month ago
Full-time - Senior
Atlanta, GA
Professional, Scientific, and Technical Services
About the position
The Senior Track Lead is responsible for overseeing the operations of the support team, ensuring smooth service delivery through effective ticket tracking and escalations. This role focuses on continuous improvement, managing SLAs, and maintaining high levels of customer satisfaction by resolving complex and high-priority issues.
Responsibilities
- Oversee the operations of the support team including ticket tracking and escalations.
- Monitor and track tickets/change requests and manage SLAs.
- Perform root cause analysis and act as a point of escalation for complex and high-priority customer issues.
- Prepare and submit status reports to minimize exposure and risks on the project or closure of escalations.
- Develop and guide team members to enhance their technical capabilities and increase productivity.
Requirements
- Experience in customer communication management, specifically with OpenText Streamserve and OpenText Exstream.
- Strong analytical skills for root cause analysis and problem resolution.
- Ability to manage SLAs and ensure timely service delivery.
