The Job

Sr Subject Matter Expert (Support&Ops)

Technology, Data & Digital · Software & Web Development · Software Engineering · DevOps

Join for updates

In short

The Sr Subject Matter Expert (Support&Ops) role in Noida, India, focuses on ensuring timely and high-quality resolution of escalated tickets and incidents to meet SLAs and enhance customer satisfaction. This position involves value-addition activities like mentoring, SOP preparation, documentation, and acting as a liaison with business stakeholders for effective communication and opportunity identification.

Responsibilities

  • Ensure on-time resolution and quality compliance of escalated tickets/incidents as per agreed SLA.
  • Perform value addition activities including mentoring administrators/team members, preparing SOPs, maintaining documentation, and knowledge sharing.
  • Act as a liaison to the business segment, facilitating effective 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 & 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

  • On-time resolution of escalations/incidents as per the SLA.
  • Quality norms compliance.
  • Positive customer satisfaction.
  • Effective documentation.
  • Knowledge sharing.
  • Effective communication and presentation skills.
  • Validation of Change Order Implementation Plan & Human Error Compliance.
  • Participation in Capacity planning.
  • Validation of analyses (e.g., Root Cause Analysis, Trend Analysis) and reports.
  • Active participation in customer meetings.

Desired Qualifications

  • Contribute to EN business creation.

Benefits

  • Supercharge your potential at HCLTech.
  • Find your career at HCLTech.
  • Find your spark at HCLTech.
  • Be part of a global technology company.
  • Work with clients across major verticals.
#Support#Operations#SLA#Customer Satisfaction#Change Management#Capacity Planning#Root Cause Analysis#Trend Analysis
HCLTech Logo

Company

HCLTech

Job Posted

3 weeks ago

Employment Type

Full Time

WorkMode

On Site

Experience Level

Senior

Locations

Noida, India

Applicants

Be an early applicant