What are the responsibilities and job description for the DEPUTY MANAGER position at HCL Technologies?
To be responsible for overseeing the operations of the support team including , ticket tracking and escalations to ensure smooth service delivery. (1.) To monitor and track tickets/change requests and manage SLAs. (2.) 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. (3.) To prepare and submit status reports for minimizing exposure and risks on the project or closure of escalations (4.) To develop and guide the team members in enhancing their technical capabilities and increasing productivity