Sr Subject Matter Expert (Support&Ops)
Technology, Data & Digital · IT Infrastructure & Security · IT Support · Technical Support
In short
HCLTech is seeking a Senior Subject Matter Expert for Support & Operations in Gautam Buddha Nagar, Uttar Pradesh. This role focuses on ensuring timely and high-quality resolution of escalated tickets and incidents, maintaining customer satisfaction, and contributing to business growth through value-added activities and stakeholder engagement.
Responsibilities
- Ensure on-time resolution and quality compliance of escalated tickets/incidents as per the agreed SLA.
- Perform value addition activities including mentoring, preparing SOPs, maintaining documentation, and knowledge sharing.
- Act as a liaison to the business segment, facilitating communication and presentations to key stakeholders.
- Validate Change Order Implementation Plan and 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 stakeholders.
Requirements
- Proven experience in Support & Operations.
- Expertise in incident and escalation management.
- Strong understanding of SLAs and quality norms.
- Experience in mentoring team members and preparing SOPs.
- Effective documentation and knowledge-sharing skills.
- Ability to act as a liaison and present to business stakeholders.
- Experience in validating Change Order Implementation Plans.
- Familiarity with capacity planning and business opportunity identification.
- Demonstrated ability to ensure customer satisfaction.
Desired Qualifications
- Experience with Root Cause Analysis and Trend Analysis.
- Ability to contribute to business creation and identify EN business opportunities.
Benefits
- Supercharge your potential at HCLTech.
- Find your career and spark.
- A place that puts its people first.
- Work with a global technology company with a presence in 60 countries.
- Opportunity to work with clients across major verticals including Financial Services, Manufacturing, Life Sciences and Healthcare, Technology and Services, Telecom and Media, Retail and CPG, and Public Services.
#support#operations#SME#escalation management#incident resolution#SLA compliance#customer satisfaction#documentation#knowledge sharing#change management#capacity planning
Company
HCLTech
Job Posted
2 weeks ago
Employment Type
Full Time
WorkMode
On Site
Experience Level
Senior
Locations
Gautam Buddha Nagar, India
Applicants
Be an early applicant