Subject Matter Expert (Support&Ops)

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

In short

As a Subject Matter Expert in Support & Ops, you will be responsible for the timely resolution of escalated tickets and incidents, ensuring quality and adherence to SLAs. Your role involves value-added activities like mentoring, documentation, and knowledge sharing, while also acting as a liaison to business stakeholders.

Responsibilities

Ensure on-time resolution & quality compliance of escalated tickets/incidents as per the agreed SLA
Perform value addition activities (mentoring administrators/team members, preparing SOPs, maintaining effective documentation, 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 (Root Cause Analysis, Trend Analysis) and reports to facilitate performance in tasks

Desired Qualifications

Subject Matter Expert (Support&Ops)
Knowledge of Root Cause Analysis
Knowledge of Trend Analysis
Experience in capacity planning
Experience in change order implementation plan validation
Experience in human error compliance validation
Experience in customer feedback and satisfaction management

Benefits

Supercharge your potential
Find your career
Find your spark

#Support#Operations#SME#Escalations#Incidents#SLA#Customer Satisfaction#Root Cause Analysis#Trend Analysis#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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