Sr Subject Matter Expert (Support&Ops)

Technology, Data & Digital · Software & Web Development · Software Engineering · IT Support

In short

As a Senior Subject Matter Expert in Support & Operations in Chennai, India, you will be responsible for ensuring timely resolution of escalated tickets and incidents according to SLAs and quality standards. You will also contribute to business opportunities, customer satisfaction, and stakeholder communication.

Responsibilities

Ensure on-time resolution and quality compliance of escalated tickets/incidents as per the agreed SLA.
Perform value-addition activities such as mentoring team members, preparing SOPs, maintaining 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.
Participate in Capacity planning and identification of business opportunities.
Ensure positive customer feedback & satisfaction through active participation in customer meetings.
Validate analyses (eg. Root Cause Analysis, Trend Analysis) and reports for presentation to key business stakeholders.

Requirements

Expertise in Support and Operations.
Proficiency in SLA management and incident resolution.
Experience in Root Cause Analysis and Trend Analysis.
Strong communication and stakeholder management skills.
Ability to mentor team members and create SOPs.
Knowledge of Change Order Implementation and Human Error Compliance.
Experience in Capacity Planning and business opportunity identification.

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.
Global technology company with a broad portfolio of technology services and products.
Work with clients across all major verticals.

#Support#Operations#SLA#Incident Management#Customer Satisfaction#Root Cause Analysis#Trend Analysis#Capacity Planning#Change Management

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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