Subject Matter Expert (Support&Ops)
Technology, Data & Digital · IT Infrastructure & Security · IT Support · Business Analysis
In short
Subject Matter Expert (Support&Ops) role in Bengaluru, Karnataka focused on timely resolution of escalations and incidents, ensuring quality and customer satisfaction. Responsibilities include value-addition activities like mentoring, SOP preparation, documentation, knowledge sharing, and 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 like 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 (eg. Root Cause Analysis, Trend Analysis) and reports to facilitate performance in tasks to be presented to key business stakeholders.
Requirements
- On-time resolution of escalations/incidents through efficient analysis as per the SLA and quality norms.
- Positive customer satisfaction.
- Value addition activities such as mentoring administrators/team members, preparing SOPs, maintaining effective documentation simultaneously and Knowledge sharing.
- Act as a liaison to the business segment, facilitating effective communication and presentation to key business stakeholders as & when required.
- 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 (eg. Root Cause Analysis ,Trend Analysis) and reports to facilitate performance in tasks to be presented to key business stakeholders.
Benefits
- Supercharge your potential.
- Find your career.
- Find your spark.
#Support#Operations#SME
Company
HCLTech
Job Posted
2 weeks ago
Employment Type
Full Time
WorkMode
On Site
Experience Level
Mid-Senior
Locations
Bengaluru, India
Applicants
Be an early applicant