Subject Matter Expert (Support&Ops)
Technology, Data & Digital · IT Infrastructure & Security · IT Support · Technical Support · DevOps
In short
As a Subject Matter Expert in Support & Operations, you will be responsible for the timely and quality resolution of escalated tickets and incidents, ensuring high customer satisfaction. This role involves value-added activities like mentoring, SOP preparation, and knowledge sharing, as well as 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 including 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 (e.g., Root Cause Analysis, Trend Analysis) and reports for presentation to key business stakeholders.
Requirements
- Efficient analysis skills to ensure on-time resolution of escalations/incidents as per SLA and quality norms.
- Ability to ensure positive customer satisfaction.
- Experience in preparing Standard Operating Procedures (SOPs).
- Proficiency in maintaining effective documentation.
- Skill in knowledge sharing.
- Ability to facilitate effective communication and presentation to key business stakeholders.
- Experience in validating Change Order Implementation Plan & Human Error Compliance.
- Participation in Capacity planning.
- Experience in validating Root Cause Analysis and Trend Analysis.
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#escalations#incidents#SLA#customer satisfaction#documentation#knowledge sharing#stakeholder management#change management#capacity planning#root cause analysis#trend analysis
Company
HCLTech
Job Posted
4 weeks ago
Employment Type
Full Time
WorkMode
On Site
Experience Level
Mid-Senior
Locations
Gautam Buddha Nagar, India
Applicants
Be an early applicant