Sr Subject Matter Expert (Support&Ops)

Technology, Data & Digital · IT Infrastructure & Security · IT Support · Technical Support

In short

As a Sr Subject Matter Expert (Support&Ops) in Bengaluru, Karnataka, you will ensure timely and high-quality resolution of escalated tickets and incidents, meeting SLAs and ensuring customer satisfaction. Your role involves value-added activities like mentoring, SOP creation, documentation, and contributing to business creation opportunities.

Responsibilities

Ensure on-time resolution and quality compliance of escalated tickets/incidents as per the agreed SLA.
Perform value addition activities including mentoring, preparing SOPs, maintaining documentation, and knowledge sharing.
Act as a liaison to the business segment, facilitating communication and presentations to key stakeholders.
Validate Change Order Implementation Plan & Human Error Compliance.
Participate in capacity planning and identification of business opportunities.
Ensure positive customer feedback & satisfaction through active participation in customer meetings.
Validate analyses (eg. Root Cause Analysis ,Trend Analysis) and reports for presentation to key business stakeholders.

Requirements

Experience in Support & Operations.
Proficiency in ensuring on-time resolution of escalations/incidents as per SLA.
Experience in quality compliance.
Ability to perform value addition activities like mentoring, preparing SOPs, and documentation.
Effective communication and presentation skills.
Experience in validating Change Order Implementation Plan & Human Error Compliance.
Experience in participating in capacity planning and identifying business opportunities.
Experience in validating analyses (e.g., Root Cause Analysis, Trend Analysis) and reports.

Desired Qualifications

Contribute to EN business creation.

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#SLA#Root Cause Analysis#Trend Analysis#Customer Satisfaction

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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