Sr Subject Matter Expert (Support&Ops)

Technology, Data & Digital · IT Infrastructure & Security · Database Administration · Data Engineering · IT Support

In short

As a Sr. Subject Matter Expert in Support & Operations, you will be responsible for the on-time resolution of escalations and incidents with high quality, utilizing your expertise in MSSQL and Azure MySQL. You will also mentor team members, validate change plans, engage with customers, and analyze trends to improve operational efficiency and customer satisfaction.

Responsibilities

Ensure on-time resolution and quality compliance of escalated tickets and incidents by analyzing issues using MSSQL and Azure MySQL, adhering to SLAs.
Mentor administrators and team members on best practices in database management, prepare SOPs, maintain documentation, and facilitate knowledge sharing.
Validate change order implementation plans, ensure human error compliance, and participate in capacity planning discussions.
Engage with customers to gather feedback, address issues, and ensure positive customer satisfaction.
Analyze root cause and trend analyses, presenting findings and actionable insights to stakeholders.

Requirements

Proficiency in MSSQL database architecture and Azure MySQL DBA.
Strong problem-solving and analytical skills.
Solid understanding of database management best practices.
Experience with incident and escalation management.
Knowledge of quality compliance standards.
Excellent communication skills with the ability to present complex information to diverse stakeholders.

Benefits

Supercharge your potential at HCLTech.
Find your career and spark at a company that puts people first.
Work at a global technology company with over 223,000 employees in 60 countries.
Consolidated revenues of $14.8 billion as of 12 months ending June 2026.

Skills

MSSQLAzure MySQLDatabase ManagementIncident ManagementEscalation ManagementQuality ComplianceCommunication

#Support#Operations#Escalations#Incidents#MSSQL#Azure MySQL#SLA#Documentation#Capacity Planning#Customer Satisfaction#Root Cause Analysis#Trend Analysis#Database Architecture#DBA

About HCLTech

Supercharging progress through technology and innovation

HCLTech is a global technology company, home to 219,000+ people across 54 countries, delivering industry-leading capabilities centered around digital, engineering and cloud, powered by a broad portfolio of technology services and products. We work with clients across all major verticals, providing industry solutions for Financial Services, Manufacturing, Life Sciences and Healthcare, Technology and Services, Telecom and Media, Retail and CPG, and Public Services. Consolidated revenues as of 12 months ending September 2022 totaled $12.1 billion. To learn how we can supercharge progress for…

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