Subject Matter Expert (Support&Ops)
Technology, Data & Digital · IT Infrastructure & Security · IT Support · Technical Support · Business Analysis
In short
As a Subject Matter Expert in Support & Operations, you will be responsible for the on-time resolution of escalations and incidents according to SLAs and quality standards, ensuring positive customer satisfaction. Your role includes value-added activities like mentoring, SOP preparation, documentation, knowledge sharing, and participating in change order validation and capacity planning.
Responsibilities
- Ensure on-time resolution and quality compliance of escalated tickets/incidents as per 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 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.
- Validate analyses (e.g., Root Cause Analysis, Trend Analysis) and reports for presentation to key business stakeholders.
Requirements
- Proven ability to ensure on-time resolution and quality compliance of escalated tickets/incidents as per the agreed SLA.
- Experience in value addition activities such as mentoring, preparing SOPs, and maintaining documentation.
- Ability to act as a liaison to the business segment, facilitating communication and presentations.
- Experience in validating Change Order Implementation Plans and participating in capacity planning.
- Strong skills in ensuring positive customer feedback and satisfaction.
- Proficiency in validating analyses like Root Cause Analysis and Trend Analysis.
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#Incident Management#SLA#Customer Satisfaction#Root Cause Analysis#Trend Analysis
Company
HCLTech
Job Posted
1 month ago
Employment Type
Full Time
WorkMode
On Site
Experience Level
Mid-Senior
Locations
Chennai, India
Applicants
Be an early applicant