Sr Subject Matter Expert (Support&Ops)
Logistics, Sales & Operations · Sales & Business Development · Sales Operations · Customer Success
In short
The Sr Subject Matter Expert (Support&Ops) will ensure timely and quality resolution of escalated tickets and incidents according to SLAs. This role involves value-added activities like mentoring, SOP preparation, documentation, and knowledge sharing, while also acting as a liaison for business stakeholders.
Responsibilities
- Ensure on-time resolution and quality compliance of escalated tickets/incidents as per the agreed SLA.
- Perform value addition activities: 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 through efficient analysis as per the SLA.
- Adherence to quality norms.
- Ensure positive customer satisfaction.
- Contribute to EN business creation.
- Mentoring administrators/team members.
- Preparing SOPs.
- Maintaining effective documentation.
- Knowledge sharing.
- 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.
#support#operations#escalation management#incident resolution#SLA compliance#customer satisfaction#change management#capacity planning#root cause analysis#trend analysis
Company
HCLTech
Job Posted
2 weeks ago
Employment Type
Full Time
WorkMode
On Site
Experience Level
Senior
Locations
Gautam Buddha Nagar, India
Applicants
Be an early applicant