Sr Subject Matter Expert (Support&Ops)

Technology, Data & Digital · IT Infrastructure & Security · IT Support · Technical Support · QA & Testing

In short

Leads on-time resolution of escalated tickets and incidents, ensuring quality and customer satisfaction. Contributes to business creation through value-added activities like SOP preparation, knowledge sharing, and analysis validation for stakeholders.

Responsibilities

Ensure on-time resolution and quality compliance of escalated tickets/incidents as per the agreed SLA.
Perform value addition activities such as mentoring, preparing SOPs, maintaining documentation, and knowledge sharing.
Act as a liaison to the business segment, facilitating communication and presentation to key business stakeholders.
Validate Change Order Implementation Plan & Human Error Compliance.
Participate in capacity planning and identification of business opportunities.
Ensure positive customer feedback and satisfaction through active participation in customer meetings.
Validate analyses (e.g., Root Cause Analysis, Trend Analysis) and reports for presentation to key business stakeholders.

Requirements

Proven experience in Support & Operations.
Strong analytical skills for incident and escalation resolution.
Familiarity with SLA compliance and quality norms.
Experience in mentoring team members and preparing SOPs.
Effective documentation and knowledge-sharing abilities.
Ability to facilitate communication and present to business stakeholders.
Experience in validating Change Order Implementation Plans and Human Error Compliance.
Knowledge of capacity planning and business opportunity identification.
Skills in Root Cause Analysis and Trend Analysis.
Excellent customer feedback and satisfaction management.

Benefits

Supercharge your potential at HCLTech.
Find your career and spark.
A place that knows that helping its customers stay on top starts by putting its people first.
Global technology company with over 230,000 people across 60 countries.
Industry-leading capabilities centered around digital, engineering, cloud, and AI.
Broad portfolio of technology services and products.

#Support#Operations#IT Support#Technical Support#Customer Satisfaction#SLA Management#Incident Resolution#Root Cause Analysis#Trend Analysis#Change Management#Capacity Planning#Knowledge Sharing#Documentation#SOPs

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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