Sr Subject Matter Expert (Support&Ops)

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

In short

HCLTech seeks a Sr Subject Matter Expert (Support&Ops) in Chennai, Tamil Nadu to ensure timely and quality resolution of escalated tickets and incidents, meeting SLAs and customer satisfaction goals. Responsibilities include value-added activities like mentoring, SOP preparation, documentation, and business opportunity identification, alongside validating analyses and reports for 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 as & when required.
Validate Change Order Implementation Plan & Human Error Compliance and participate in Capacity planning, identification of EN business opportunities.
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

Effective analysis for on-time resolution of escalations/incidents as per SLA and quality norms.
Mentoring administrators/team members.
Preparing SOPs.
Maintaining effective documentation.
Knowledge sharing.
Effective communication and presentation to key business stakeholders.
Validation of Change Order Implementation Plan & Human Error Compliance.
Participation in Capacity planning.
Identification of EN business opportunities.
Active participation in customer meetings.
Validation of analyses (Root Cause Analysis, Trend Analysis) and reports.

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.

#Support#Operations#SLA#Customer Satisfaction#Root Cause Analysis#Trend Analysis

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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