Subject Matter Expert (Support&Ops)
Technology, Data & Digital · IT Infrastructure & Security · IT Support · Technical Support · DevOps
In short
HCLTech seeks a Subject Matter Expert (Support&Ops) in Delhi, India to ensure timely resolution of escalated tickets and incidents, adhering to SLAs and quality standards to achieve high customer satisfaction. The role involves value-added activities like mentoring, SOP preparation, documentation, knowledge sharing, and acting as a liaison with business stakeholders.
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 documentation, and knowledge sharing.
- Act as a liaison to the business segment, facilitating communication and presentation to key stakeholders.
- Validate Change Order Implementation Plans 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.
- Adherence to SLA and quality norms.
- Positive customer satisfaction.
- Experience in preparing SOPs and maintaining documentation.
- Familiarity with Change Order Implementation Plan and Human Error Compliance.
- Participation in capacity planning.
- Experience in Root Cause Analysis and Trend Analysis.
Desired Qualifications
- Effective communication and presentation skills.
- Ability to facilitate effective communication and presentation to key business stakeholders.
Benefits
- Supercharge your potential at HCLTech.
- Find your career and your spark.
- A place that puts its people first.
- Global technology company with extensive capabilities in digital, engineering, cloud, and AI.
- Work with clients across major verticals including Financial Services, Manufacturing, Life Sciences and Healthcare, Technology and Services, Telecom and Media, Retail and CPG, and Public Services.
#support#operations#escalations#incidents#SLA#customer satisfaction#analysis#documentation#knowledge sharing#stakeholder management#change management#capacity planning#RCA#trend analysis
Company
HCLTech
Job Posted
2 weeks ago
Employment Type
Full Time
WorkMode
On Site
Experience Level
Associate
Locations
Delhi, India
Applicants
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