Subject Matter Expert (Support&Ops)

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

In short

The Subject Matter Expert (Support&Ops) role in Bengaluru, Karnataka focuses on resolving escalations and incidents efficiently to meet SLAs and quality standards, ensuring high customer satisfaction. Responsibilities include value-added activities like mentoring, documentation, and stakeholder communication.

Responsibilities

Ensure on-time resolution & quality compliance of escalated tickets/incidents as per the agreed SLA.
Perform value addition activities such as mentoring administrators/team members, preparing SOPs, maintaining effective 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 (eg. Root Cause Analysis, Trend Analysis) and reports for presentation to key business stakeholders.

Requirements

Efficient analysis for on-time resolution of escalations/incidents as per SLA and quality norms.
Ability to mentor administrators/team members.
Proficiency in preparing SOPs and maintaining effective documentation.
Skills in knowledge sharing.
Effective communication and presentation skills for stakeholders.
Ability to validate Change Order Implementation Plan & Human Error Compliance.
Capacity planning participation.
Active participation in customer meetings to understand issues.
Ability to validate analyses (Root Cause Analysis, Trend Analysis) and reports.

Benefits

Supercharge your potential at HCLTech.
Find your career at HCLTech.
Find your spark at HCLTech.
Work at a place that puts its people first.
Be part of a global technology company with over 223,000 people across 60 countries.
Deliver industry-leading capabilities centered around digital, engineering, cloud and AI.
Work with clients across all major verticals including 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 June 2026 totaled $14.8 billion.

#Support#Operations#SME

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…

See all open jobs at HCLTech Read more about HCLTech Website