The Job

Subject Matter Expert (Support&Ops)

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

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In short

As a Subject Matter Expert in Support & Operations, you will ensure timely resolution of escalations and incidents according to SLAs and quality standards, aiming for high customer satisfaction. Your role involves value-added activities like mentoring, SOP preparation, documentation, knowledge sharing, and acting as a liaison to business stakeholders.

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 to understand any issues faced.
  • Validate analyses (e.g., Root Cause Analysis, Trend Analysis) and reports to facilitate performance in tasks to be presented to key business stakeholders.

Requirements

  • Efficient analysis for timely resolution of escalations/incidents as per SLA and quality norms.
  • Active participation in customer meetings to understand issues faced.
  • Mentoring administrators/team members.
  • Preparing SOPs.
  • Maintaining effective documentation.
  • Knowledge sharing.
  • Validation of Change Order Implementation Plan & Human Error Compliance.
  • Participation in Capacity planning.
  • Validation of analyses (Root Cause Analysis, Trend Analysis) and reports.

Desired Qualifications

  • Demonstrated ability to ensure positive customer feedback & satisfaction.

Benefits

  • Supercharge your potential at HCLTech.
  • Find your career and your spark.
  • A place that puts its people first.
  • Global technology company with over 223,000 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.
#Support#Operations#SME#IT
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Company

HCLTech

Job Posted

1 week ago

Employment Type

Full Time

WorkMode

On Site

Experience Level

Mid-Senior

Locations

Noida, India

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