SME - Program & Project Management

Logistics, Sales & Operations · Program Management · Project Management

In short

The Subject Matter Expert (Support & Ops) in Lucknow, India, is responsible for timely resolution of escalated incidents and adherence to quality norms and SLAs. This role involves analyzing ticket data, mentoring team members, validating change plans, conducting root cause analysis, and engaging in customer meetings to enhance satisfaction.

Responsibilities

Ensure timely resolution and quality compliance of escalated incidents by analyzing ticket data and implementing corrective actions according to agreed SLAs.
Mentor team members and administrators, prepare Standard Operating Procedures (SOPs), and maintain comprehensive documentation.
Validate change order implementation plans and ensure human error compliance.
Participate in capacity planning to align resources with operational demands.
Engage in customer meetings to gather feedback and understand challenges, focusing on enhancing customer satisfaction.
Conduct root cause analyses and trend analyses, validating findings and reports to provide actionable insights for business stakeholders.

Requirements

Proficient in Project Management methodologies and tools, particularly in DMO and Project Execution.
Strong analytical skills with the ability to perform trend analysis and root cause investigations.
Excellent communication and interpersonal skills to effectively liaise with stakeholders and present findings.
Familiarity with SLA management and incident resolution processes.
Knowledge of capacity planning and change management principles.

Desired Qualifications

Optional but valuable certifications: Project Management Professional (PMP), ITIL Foundation Certification.

Benefits

Supercharge your potential.
Find your career.
Find your spark.
A place that knows that helping its customers stay on top starts by putting its people first.

Skills

Project ManagementSLA ManagementIncident ResolutionCapacity PlanningChange ManagementRoot Cause AnalysisTrend Analysis

#Support & Ops#Escalations#Incidents#Quality Norms#Service Level Agreements#Customer Satisfaction#Analysis#Communication#Continuous Improvement#SOPs#Knowledge Sharing#Operational Efficiency#Change Order#Human Error Compliance#Capacity Planning#Customer Meetings#Root Cause Analysis#Trend Analysis#Business Stakeholders#Operational Performance#Project Management Methodologies#DMO#Project Execution#Analytical Skills#Interpersonal Skills#Incident Resolution Processes#Change Management Principles#PMP#ITIL Foundation Certification

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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