Subject Matter Expert (Support&Ops)
Technology, Data & Digital · Software & Web Development · Software Engineering · IT Support
In short
As a Subject Matter Expert in Support & Operations based in Bengaluru, you will ensure timely resolution of escalated tickets and incidents according to SLAs and quality standards to achieve high customer satisfaction. Your role involves value-added activities like mentoring, documentation, and communication with business stakeholders.
Responsibilities
- Ensure on-time resolution and quality compliance of escalated tickets/incidents as per the agreed SLA.
- Perform value addition activities including 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
- Efficient analysis skills.
- Adherence to SLA and quality norms.
- Mentoring capability.
- SOP preparation.
- Documentation maintenance.
- Knowledge sharing.
- Effective communication and presentation skills.
- Ability to validate Change Order Implementation Plans and Human Error Compliance.
- Participation in capacity planning.
- Customer feedback management.
- Validation of Root Cause Analysis and Trend Analysis.
Benefits
- Opportunity to supercharge your potential.
- Find your career and spark.
- Work at a place that puts people first.
- Global technology company exposure.
- Work with clients across major verticals like Financial Services, Manufacturing, Life Sciences and Healthcare, Technology and Services, Telecom and Media, Retail and CPG, and Public Services.
#Support#Operations#SME#Escalations#Incidents#SLA#Customer Satisfaction
Company
HCLTech
Job Posted
1 month ago
Employment Type
Full Time
WorkMode
On Site
Experience Level
Mid-Senior
Locations
Bengaluru, India
Applicants
Be an early applicant