SME - Program & Project Management

Logistics, Sales & Operations · Program Management

In short

The Subject Matter Expert (Support & Ops) ensures timely resolution of escalated incidents and adherence to SLAs through analysis and corrective actions. This role involves mentoring team members, validating change plans, and conducting root cause analyses to improve operational performance and customer 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 while preparing Standard Operating Procedures (SOPs) and maintaining comprehensive documentation.
Validate change order implementation plans and ensure human error compliance.
Actively participate in capacity planning to align resources with operational demands.
Engage in customer meetings to gather feedback and understand challenges.
Conduct root cause analyses and trend analyses, validating findings and reports to provide actionable insights for 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 at HCLTech.
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 ResolutionRoot Cause AnalysisTrend AnalysisCapacity PlanningChange ManagementDocumentationCommunication

#Project Management#Program Management#Support#Operations#SME

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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