Subject Matter Expert (Support&Ops)

Logistics, Sales & Operations · Sales & Business Development · Sales Operations

In short

As a Subject Matter Expert for Support & Operations in Noida, you will be responsible for the timely and quality resolution of escalated tickets and incidents, ensuring compliance with SLAs and customer satisfaction. This role involves value-addition activities like mentoring, documentation, knowledge sharing, and validation of change plans and analyses.

Responsibilities

Ensure on-time resolution and quality compliance of escalated tickets/incidents as per the 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 and participate in Capacity planning.
Ensure positive customer feedback & satisfaction through active participation in customer meetings to understand any issues faced.
Validate analyses (eg. Root Cause Analysis ,Trend Analysis) and reports to facilitate performance in tasks to be presented to key business stakeholders.

Requirements

On-time resolution of escalations/incidents through efficient analysis as per the SLA and quality norms.
Positive customer satisfaction.

Desired Qualifications

Efficient analysis as per SLA and quality norms.

Benefits

Supercharge your potential.
Find your career.
Find your 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.
Work with clients across all major verticals.
Industry solutions for Financial Services, Manufacturing, Life Sciences and Healthcare, Technology and Services, Telecom and Media, Retail and CPG, and Public Services.

#Support#Operations#SME#Incidents#SLA#Customer Satisfaction#Root Cause Analysis#Trend Analysis#Change Orders#Capacity Planning

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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