The Job

Subject Matter Expert (Support&Ops)

Technology, Data & Digital · IT Infrastructure & Security · IT Support · Software Engineering

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In short

HCLTech is seeking a Subject Matter Expert for Support & Operations in Hyderabad, Telangana. The role focuses on ensuring timely resolution of escalated tickets and incidents, maintaining quality standards, and driving customer satisfaction through effective analysis and communication with stakeholders.

Responsibilities

  • Ensure on-time resolution and quality compliance of escalated tickets/incidents as per SLA.
  • Perform value-addition activities like mentoring, preparing SOPs, and maintaining documentation.
  • Share knowledge and act as a liaison between business segments and stakeholders.
  • Validate Change Order Implementation Plans and Human Error Compliance.
  • Participate in capacity planning.
  • Ensure positive customer feedback and satisfaction by understanding customer issues.
  • Validate analyses and reports, including Root Cause Analysis and Trend Analysis, for presentation to stakeholders.

Benefits

  • Supercharge your potential
  • Find your career
  • Find your spark
  • A place that puts its people first
#support#operations#escalations#incidents#SLA#customer satisfaction#documentation#SOPs#change management#capacity planning#RCA#trend analysis
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Company

HCLTech

Job Posted

3 weeks ago

Employment Type

Full Time

WorkMode

On Site

Experience Level

Mid-Senior

Locations

Hyderabad, India

Applicants

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