Subject Matter Expert (Support&Ops)
Technology, Data & Digital · Software & Web Development · Software Engineering · IT Support
In short
The Subject Matter Expert (Support&Ops) in Chennai, Tamil Nadu, India, is responsible for ensuring timely resolution of escalations and incidents according to SLAs and quality standards to achieve customer satisfaction. This role involves value-added activities like mentoring, SOP preparation, documentation, knowledge sharing, and validation of change orders and analyses.
Responsibilities
- Ensure on-time resolution and quality compliance of escalated tickets/incidents as per the agreed SLA.
- Perform value-addition activities: 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.
- 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.
#support#operations#SME#escalation#incident management
Company
HCLTech
Job Posted
1 week ago
Employment Type
Full Time
WorkMode
On Site
Locations
Chennai, India
Applicants
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