Subject Matter Expert (Support&Ops)

Technology, Data & Digital · IT Infrastructure & Security · IT Support · Software Engineering

In short

As a Subject Matter Expert for Support & Operations in Nagpur, your primary role is to ensure timely and high-quality resolution of escalated incidents according to SLAs, ultimately driving customer satisfaction. This involves performing value-addition activities like mentoring, SOP creation, documentation, knowledge sharing, and liaising with business stakeholders.

Responsibilities

Ensure on-time resolution and quality compliance of escalated tickets/incidents as per the agreed SLA.
Perform value-addition activities: 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.
Validate analyses (e.g., Root Cause Analysis, Trend Analysis) and reports for presentation to key business stakeholders.

Desired Qualifications

Experience in efficient analysis for on-time resolution of escalations/incidents.
Familiarity with SLA and quality norms.
Ability to mentor administrators/team members.
Experience in preparing SOPs and maintaining effective documentation.
Skills in knowledge sharing.
Ability to act as a liaison to business segments and facilitate communication/presentation to stakeholders.
Experience in validating Change Order Implementation Plan & Human Error Compliance.
Participation in capacity planning.
Experience in ensuring positive customer feedback & satisfaction.
Ability to understand customer issues through active participation in customer meetings.
Experience in validating analyses like Root Cause Analysis and Trend Analysis.
Ability to present performance in tasks to key business stakeholders.

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.

#Support#Operations#SLA#Customer Satisfaction#Root Cause Analysis#Trend Analysis

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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