Subject Matter Expert (Support&Ops)

Logistics, Sales & Operations · Sales & Business Development · Sales Operations

In short

As a Subject Matter Expert in Support & Operations, you will be responsible for the on-time resolution of escalations and incidents according to SLAs and quality standards, ensuring high customer satisfaction. This role involves value-addition activities such as mentoring, SOP creation, documentation, knowledge sharing, and liaising with business stakeholders.

Responsibilities

Ensure on-time resolution & quality compliance of escalated tickets/incidents as per the agreed SLA.
Perform value addition activities (mentoring administrators/team members, preparing SOPs, maintaining documentation, 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.
Ensure positive customer feedback & satisfaction through active participation in customer meetings.
Validate analyses (eg. Root Cause Analysis ,Trend Analysis) and reports to facilitate performance in tasks to be presented to key business stakeholders.

Requirements

Efficient analysis as per SLA and quality norms
Mentoring administrators/team members
Preparing SOPs
Maintaining effective documentation
Knowledge sharing
Liaison to the business segment
Effective communication and presentation to key business stakeholders
Validation of Change Order Implementation Plan & Human Error Compliance
Capacity planning
Active participation in customer meetings
Validation of analyses (Root Cause Analysis, Trend Analysis) and reports

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

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…

See all open jobs at HCLTech Read more about HCLTech Website