Overview:
Join HCL Technologies as a Technical Specialist to join our team in Noida. The ideal candidate will have 2.5 to 5 years of experience working with Linux systems, DevOps practices, Docker image creation, and Kubernetes deployment. The role will require in-depth knowledge of cloud environments, particularly Azure Kubernetes Service (AKS), as well as a strong ability to troubleshoot and resolve technical issues.
As a Technical Specialist, you will be a key player in providing technical support, managing escalations, and ensuring the highest levels of customer satisfaction. This position also offers an opportunity to work on knowledge management activities, including updating the knowledge base and coaching junior analysts.Technical Specialist
- Company: HCL Technologies
- Location: Noida, Uttar Pradesh, India
- Experience Required: 2.5 – 5 Years
- Job Role: Technical Specialist
- Number of Positions: 1
Key Responsibilities:
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On-Call Escalations & Root Cause Analysis:
- Act as a Subject Matter Expert (SME) in Linux/DevOps environments, addressing on-call escalations from customers.
- Perform in-depth root cause analysis for any given technical issue, identifying and resolving underlying problems promptly.
- Collaborate with cross-functional teams to ensure the efficient resolution of complex issues.
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Incident & Ticket Resolution:
- Take ownership of incident management and resolve tickets within the agreed Service Level Agreements (SLA) for ticket volume and response times.
- Provide solutions to technical problems and support clients in a timely and efficient manner.
- Ensure that all resolutions adhere to company policies and regulatory requirements.
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Quality Standards & Continuous Improvement:
- Ensure compliance with quality standards in all technical solutions and services provided.
- Work to continuously improve processes, tools, and methodologies to enhance customer satisfaction and efficiency.
- Document all processes, solutions, and incidents to maintain a high-quality knowledge base.
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Knowledge Base Management:
- Contribute to the development and maintenance of an up-to-date knowledge base for the team and wider organization.
- Regularly update technical documentation, including troubleshooting guides, solution documents, and best practices.
- Foster a knowledge-sharing culture within the team and ensure that valuable technical insights are easily accessible.
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Training and Coaching:
- Provide training and mentoring to new team members, helping them quickly understand systems, processes, and best practices.
- Coach junior analysts and freshers, helping them grow in their technical abilities and support roles.
- Foster a collaborative learning environment and provide feedback to enhance the team’s overall skills.Technical Specialist
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Customer Experience & CSAT:
- Ensure the highest levels of customer satisfaction by providing first-call resolution to issues and minimizing rejected resolutions or re-opened cases.
- Proactively identify ways to improve customer experience and deliver prompt, effective solutions.
- Continuously monitor customer feedback and address any concerns or escalations related to technical support.
Required Skills and Qualifications:
- Education: Bachelor’s degree in Technology (B Tech) or a related field.
- Experience: 2.5 to 5 years of experience in a technical support role, with expertise in Linux systems, Docker, Kubernetes, and cloud platforms (preferably Azure).
- Technical Expertise:
- Linux Systems: In-depth knowledge and experience in Linux administration, scripting, and troubleshooting.
- Docker & Kubernetes: Strong hands-on experience in creating Docker images, managing containers, and deploying applications using Kubernetes.
- Cloud: Expertise in Azure, specifically Azure Kubernetes Service (AKS), is highly desired.
- DevOps: Experience with DevOps tools and practices such as CI/CD pipelines, automation, and monitoring tools.
- Problem-Solving: Strong analytical skills to perform root cause analysis and resolve issues efficiently.
- Communication Skills: Excellent verbal and written communication skills, with the ability to clearly articulate technical concepts to both technical and non-technical stakeholders.
- Customer Focused: Ability to provide exceptional customer service and contribute to maintaining high Customer Satisfaction (CSAT) scores.
- Team Player: Proven ability to work in a collaborative team environment and contribute to knowledge-sharing initiatives.
Desirable Skills:
- Familiarity with other cloud platforms (AWS, GCP) will be an added advantage.
- Certification in Kubernetes (CKA, CKAD) or Azure will be a plus.
- Experience in scripting languages such as Python, Bash, or PowerShell is desirable.
Why HCL Technologies?
At HCL Technologies, we are committed to building a culture of innovation, collaboration, and continuous learning. We provide a dynamic environment where employees can grow their skills and contribute to cutting-edge technologies. Join us and be part of an exciting and challenging journey to redefine the future of IT services.Technical Specialist
If you are passionate about DevOps, Linux, and cloud technologies, and you thrive in a fast-paced, customer-centric environment, this is the perfect opportunity for you.
Apply now to be part of our team!
Click Here To Apply Now
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