In short
As a Subject Matter Expert in Support & Operations at HCLTech India, you will be responsible for the timely and quality resolution of escalated incidents, ensuring high customer satisfaction. Your role involves performing value-added activities like mentoring, SOP creation, knowledge sharing, and validating change plans and analyses to support business stakeholders.
Responsibilities
- Ensure on-time resolution and quality compliance of escalated tickets/incidents as per the agreed SLA.
- Perform value addition activities such as 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.
- Validate analyses (e.g., Root Cause Analysis, Trend Analysis) and reports for presentation to key business stakeholders.
Requirements
- On-time resolution of escalations/incidents as per SLA.
- Quality compliance in ticket/incident resolution.
- Value addition activities including mentoring and SOP preparation.
- Effective documentation and knowledge sharing.
- Validation of Change Order Implementation Plan and Human Error Compliance.
- Participation in Capacity planning.
- Active participation in customer meetings.
- Validation of analyses (RCA, Trend Analysis) and reports.
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 and live life with a purpose
- Opportunities to grow and advance your career
#Support#Operations#SME#Escalations#Incident Management#SLA#Customer Satisfaction#RCA#Trend Analysis#Change Management
Company
HCLTech
Job Posted
1 month ago
Employment Type
Full Time
WorkMode
On Site
Locations
India
Applicants
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