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, you will be responsible for ensuring timely resolution of escalated tickets and incidents while adhering to SLAs and quality standards. Your role involves value-added activities like mentoring, SOP creation, documentation, knowledge sharing, and validating change plans, analyses, and reports for key stakeholders.
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 and participate in Capacity planning.
- Ensure positive customer feedback & satisfaction through active participation in customer meetings to understand any issues faced.
- Validate analyses (e.g., Root Cause Analysis, Trend Analysis) and reports to facilitate performance in tasks to be presented to key business stakeholders.
Requirements
- On-time resolution of escalations/incidents through efficient analysis as per the SLA and quality norms.
- Positive customer satisfaction.
Desired Qualifications
- Experience in mentoring administrators/team members.
- Experience in preparing SOPs and maintaining documentation.
- Experience in validating Change Order Implementation Plan & Human Error Compliance.
- Experience in capacity planning.
- Experience in Root Cause Analysis and Trend Analysis.
- Experience in presenting to key business stakeholders.
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#Subject Matter Expert#SLA#Customer Satisfaction#Change Management#Root Cause Analysis#Trend Analysis#Capacity Planning
Company
HCLTech
Job Posted
2 weeks ago
Employment Type
Full Time
WorkMode
On Site
Experience Level
Mid-Senior
Locations
Gautam Buddha Nagar, India
Applicants
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