In short
As a Subject Matter Expert (Support&Ops) in Lucknow, India, your primary role is to ensure timely resolution of escalations and incidents while adhering to SLAs and quality standards, ultimately driving customer satisfaction. You will also engage in value-added activities like mentoring, SOP creation, knowledge sharing, and facilitating communication with business stakeholders.
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 and Human Error Compliance, and participate in Capacity planning.
- Ensure positive customer feedback and 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 and quality norms.
Benefits
- Industry-benchmarked compensation
- Best-in-class healthcare benefits
- Personal time off
- Maternity and paternity benefits
- Access to skills / higher education programs/resources
- Discounts on products and services via Benefit Box
- Participate in CSR programs and live life with a purpose
- Opportunities to grow and advance your career
#Support#Operations#SME
Company
HCLTech
Job Posted
1 month ago
Employment Type
Full Time
WorkMode
On Site
Experience Level
Associate
Locations
Lucknow, India
Applicants
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