Sr Subject Matter Expert (Support&Ops)

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

Smart Summary

AI-generated overview of this position

HCLTech is seeking a Senior Subject Matter Expert for Support & Operations in India. This role focuses on ensuring timely and high-quality resolution of escalated incidents and tickets, adhering to SLAs, and driving customer satisfaction. Responsibilities include value-added activities like mentoring, SOP creation, documentation, and participating in capacity planning and business opportunity identification.

Job Summary

To ensure on-time resolution of escalations/incidents through efficient analysis as per the SLA, quality norms and ensure positive customer satisfaction and contribute to EN business creation.

Key Responsibilities

1. To ensure on-time resolution & quality compliance of escalated tickets/incident as per the agreed SLA
2. To perform value addition activities (such as mentoring administrators/team members, preparing SOPs, maintaining effective documentation simultaneously and Knowledge sharing.) In addition act as a liaison to the business segment, facilitating effective communication and presentation to key business stakeholders as & when required.
3. To validate Change Order Implementation Plan & Human Error Compliance and participate in Capacity planning, identification of EN business opportunities.
4. To ensure positive customer feedback & satisfaction through active participation in customer meetings to understand any issues faced
5. To validate analyses (eg. Root Cause Analysis ,Trend Analysis) and reports to facilitate performance in tasks to be presented to key business stakeholders

Skill Requirements

Other Requirements

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