Sr Subject Matter Expert (Support&Ops)
Technology, Data & Digital · Software & Web Development · Software Engineering · IT Support
In short
HCLTech is seeking a Senior Subject Matter Expert (Support & Ops) in Chennai, India, to ensure timely resolution of escalations and incidents while maintaining quality and customer satisfaction. This role involves value-added activities like mentoring, SOP preparation, knowledge sharing, and participating in change management and capacity planning.
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.
- 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 (e.g., Root Cause Analysis, Trend Analysis) and reports for presentation to key business stakeholders.
Requirements
- On-time resolution of escalations/incidents as per SLA and quality norms.
- Positive customer satisfaction.
- Value addition activities including mentoring, SOP preparation, documentation, and knowledge sharing.
- Liaison to business segment and presentation to stakeholders.
- Validation of Change Order Implementation Plan & Human Error Compliance.
- Participation in Capacity planning and identification of business opportunities.
- Validation of analyses and reports for stakeholders.
Benefits
- Supercharge your potential.
- Find your career.
- Find your spark.
#Support#Operations#Escalations#Incidents#SLA#Customer Satisfaction#Change Management#Capacity Planning#Root Cause Analysis#Trend Analysis
Company
HCLTech
Job Posted
4 days ago
Employment Type
Full Time
WorkMode
On Site
Experience Level
Senior
Locations
Chennai, India
Applicants
Be an early applicant