The Job

Sr Subject Matter Expert (Support&Ops)

Technology, Data & Digital · IT Infrastructure & Security · DevOps · Cloud Engineering

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In short

This role is for a Sr Subject Matter Expert (Support&Ops) in Gautam Buddha Nagar, Uttar Pradesh, focused on ensuring timely resolution of escalated incidents with quality compliance and customer satisfaction. The position involves value-added activities like mentoring, SOP creation, documentation, and acting as a liaison with business stakeholders.

Responsibilities

  • Ensure on-time resolution & quality compliance of escalated tickets/incidents as per the agreed SLA.
  • Perform value addition activities such as mentoring administrators/team members, preparing SOPs, maintaining effective 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, identification of EN 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 and Operations.
  • Ability to ensure on-time resolution and quality compliance of escalated tickets/incidents as per SLA.
  • Proficiency in performing value addition activities like mentoring, SOP creation, and documentation.
  • Capability to act as a liaison between business segments and stakeholders.
  • Skills in validating Change Order Implementation Plans and Human Error Compliance.
  • Experience in participating in capacity planning and identifying business opportunities.
  • Ability to validate analyses such as Root Cause Analysis and Trend Analysis.

Benefits

  • Industry-benchmarked compensation
  • Best-in-class healthcare benefits
  • Personal time off
  • Maternity and paternity benefits
  • Access to skills / higher education programs/resources
  • Discounts on products and services via Benefit Box
  • Participate in CSR programs
  • Opportunities to grow and advance your career
#Subject Matter Expert#Support#Operations
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Company

HCLTech

Job Posted

1 month ago

Employment Type

Full Time

WorkMode

On Site

Experience Level

Senior

Locations

Gautam Buddha Nagar, India

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