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Subject Matter Expert (Support&Ops)

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

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In short

As a Subject Matter Expert (Support&Ops) in Gautam Buddha Nagar, Uttar Pradesh, you will be responsible for the on-time resolution of escalations and incidents, ensuring quality compliance and customer satisfaction. This role involves value-added activities like mentoring, SOP preparation, and knowledge sharing, as well as participating in change order validation and capacity planning.

Responsibilities

  • Ensure on-time resolution and 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 (e.g., Root Cause Analysis, Trend Analysis) and reports for presentation to key business stakeholders.

Desired Qualifications

  • Consolidated revenues as of 12 months ending June 2026 totaled $14.8 billion.

Benefits

  • Supercharge your potential.
  • Find your career.
  • Find your spark.
  • Be at a place that puts its people first.
#Support#Operations#Subject Matter Expert#IT Support#Technical Support
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Company

HCLTech

Job Posted

2 weeks ago

Employment Type

Full Time

WorkMode

On Site

Experience Level

Mid-Senior

Locations

Gautam Buddha Nagar, India

Applicants

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