The Job

Subject Matter Expert (Support&Ops)

Technology, Data & Digital · Software & Web Development · Software Engineering

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In short

Seeking a Subject Matter Expert (Support&Ops) in Nagpur, Maharashtra to ensure timely resolution of escalations and incidents according to SLAs and quality standards, driving positive customer satisfaction. Responsibilities include value-added activities like mentoring, SOP preparation, documentation, and stakeholder communication.

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.

Benefits

  • Supercharge your potential.
  • Find your career.
  • Find your spark.
#Support#Operations#SME
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Company

HCLTech

Job Posted

2 weeks ago

Employment Type

Full Time

WorkMode

On Site

Experience Level

Mid-Senior

Locations

Nagpur, India

Applicants

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