Subject Matter Expert (Support&Ops)
Technology, Data & Digital · IT Infrastructure & Security · IT Support · DevOps · Business Analysis
In short
As a Subject Matter Expert in Support & Operations in Noida, Uttar Pradesh, you will ensure timely resolution of escalated tickets and incidents according to SLAs and quality standards, aiming for high customer satisfaction. Your role involves value-added activities like mentoring, SOP preparation, documentation, and knowledge sharing, alongside validating change orders, human error compliance, and participating in capacity planning.
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 as & when required.
- 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 (eg. 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
- Expertise in analyzing escalated tickets/incidents.
- Proficiency in preparing SOPs and maintaining documentation.
- Experience in validating Change Order Implementation Plans and Human Error Compliance.
- Ability to participate in capacity planning.
- Skills in conducting Root Cause Analysis and Trend Analysis.
- Effective communication and presentation skills for 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#SME#SLA#Customer Satisfaction#Change Management#Capacity Planning#Root Cause Analysis
Company
HCLTech
Job Posted
3 weeks ago
Employment Type
Full Time
WorkMode
On Site
Experience Level
Mid-Senior
Locations
Noida, India
Applicants
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