Subject Matter Expert (Support&Ops)

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

In short

To ensure on-time resolution of escalations/incidents through efficient analysis as per the SLA and quality norms and ensure positive customer satisfaction. The role involves value-addition activities like mentoring, SOP preparation, knowledge sharing, and liaison with business segments.

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, 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.
Ensure positive customer feedback & satisfaction through active participation in customer meetings to understand any issues faced.
Validate analyses (e.g., Root Cause Analysis, Trend Analysis) and reports to facilitate performance in tasks to be presented to key business stakeholders.

Requirements

On-time resolution of escalations/incidents as per SLA and quality norms.
Positive customer satisfaction.
Mentoring administrators/team members.
Preparing SOPs.
Maintaining documentation.
Knowledge sharing.
Effective communication and presentation to key business stakeholders.
Validation of Change Order Implementation Plan & Human Error Compliance.
Participation in Capacity planning.
Active participation in customer meetings.
Validation of analyses (Root Cause Analysis, Trend Analysis) and reports.

Benefits

Supercharge your potential at HCLTech.
Find your career at HCLTech.
Find your spark at HCLTech.
A place that knows that helping its customers stay on top starts by putting its people first.
Work with a global technology company with over 230,000 people across 60 countries.
Deliver industry-leading capabilities centered around digital, engineering, cloud, and AI.
Work with clients across all major verticals including Financial Services, Manufacturing, Life Sciences and Healthcare, Technology and Services, Telecom and Media, Retail and CPG, and Public Services.

#SME#Support#Operations#IT Support#Technical Support

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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