Subject Matter Expert (Support&Ops)

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

In short

As a Subject Matter Expert in Support & Operations based in Noida, India, you will be responsible for the timely and quality resolution of escalated tickets and incidents, ensuring high levels of customer satisfaction. Your role involves value-added activities such as mentoring, SOP preparation, knowledge sharing, and acting as a liaison with business stakeholders.

Responsibilities

Ensure on-time resolution & quality compliance of escalated tickets/incidents as per the agreed SLA.
Perform value addition activities like mentoring administrators/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 and participate in Capacity planning.
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.

Benefits

Supercharge your potential at HCLTech.
Find your career.
Find your spark.
Be part of a global technology company with over 230,000 people across 60 countries.
Work with clients across all major verticals including Financial Services, Manufacturing, Life Sciences and Healthcare, Technology and Services, Telecom and Media, Retail and CPG, and Public Services.

#support#operations#SME#escalations#incidents#SLA#customer satisfaction

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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