SME - Program & Project Management

Logistics, Sales & Operations · Program Management · Project Management

In short

The Subject Matter Expert (Support & Ops) is responsible for timely resolution of escalations and incidents while adhering to quality norms and SLAs. This role involves analyzing ticket data, mentoring team members, preparing SOPs, validating change plans, and conducting root cause and trend analyses to improve operational performance and customer satisfaction.

Responsibilities

Ensure timely resolution and quality compliance of escalated incidents by analyzing ticket data and implementing corrective actions according to agreed SLAs.
Mentor team members and administrators while preparing Standard Operating Procedures (SOPs) and maintaining comprehensive documentation to facilitate knowledge sharing and operational efficiency.
Validate Change Order implementation plans and ensure human error compliance, actively participating in capacity planning to align resources with operational demands.
Engage in customer meetings to gather feedback and understand challenges, ensuring a focus on enhancing customer satisfaction through proactive communication and support.
Conduct root cause analyses and trend analyses, validating findings and reports to provide actionable insights for key business stakeholders to improve operational performance.

Requirements

Proficient in Project Management methodologies and tools, particularly in DMO and project execution.
Strong analytical skills with the ability to perform trend analysis and root cause investigations.
Excellent communication and interpersonal skills to effectively liaise with stakeholders and present findings.
Familiarity with SLA management and incident resolution processes.
Knowledge of capacity planning and change management principles.

Desired Qualifications

Optional but valuable certifications: Project Management Professional (PMP), ITIL Foundation Certification.

Benefits

Supercharge your potential at HCLTech.
Find your career.
Find your spark.
Be part of a place that knows that helping its customers stay on top starts by putting its people first.

Skills

Project ManagementDMOProject ExecutionAnalytical SkillsTrend AnalysisRoot Cause AnalysisCommunicationInterpersonal SkillsSLA ManagementIncident ResolutionCapacity PlanningChange Management

#Project Management#Program Management#SME#Support#Operations

About HCLTech

Supercharging progress through technology and innovation

HCLTech is a global technology company, home to 219,000+ people across 54 countries, delivering industry-leading capabilities centered around digital, engineering and cloud, 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 September 2022 totaled $12.1 billion. To learn how we can supercharge progress for…

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