Subject Matter Expert (Support&Ops)
Technology, Data & Digital · IT Infrastructure & Security · IT Support · Technical Support · Software Engineering
In short
As a Subject Matter Expert in Support & Operations based in Gautam Buddha Nagar, Uttar Pradesh, you will be responsible for the timely resolution of escalated incidents while ensuring quality and customer satisfaction. Your role includes value-added activities like mentoring, documentation, and participating in capacity and change planning.
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 to understand any issues faced.
- Validate analyses (eg. Root Cause Analysis, Trend Analysis) and reports to facilitate performance in tasks to be presented to key business stakeholders.
Requirements
- Demonstrated ability to ensure on-time resolution and quality compliance of escalated tickets/incidents as per the agreed SLA.
- Experience in performing value addition activities such as mentoring, preparing SOPs, maintaining documentation, and knowledge sharing.
- Proven liaison skills with business segments, facilitating effective communication and presentation to key business stakeholders.
- Experience in validating Change Order Implementation Plans & Human Error Compliance and participating in Capacity planning.
- Ability to ensure positive customer feedback & satisfaction through active participation in customer meetings.
- Proficiency in validating analyses (eg. Root Cause Analysis, Trend Analysis) and reports for presentation to key business stakeholders.
Benefits
- Supercharge your potential at HCLTech.
- Find your career and your spark at HCLTech.
- HCLTech puts its people first.
- Be part of a global technology company with over 223,000 employees 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.
#Support#Operations#SME#Escalation Management#Incident Management#SLA Compliance#Customer Satisfaction#Root Cause Analysis#Trend Analysis#Change Management
Company
HCLTech
Job Posted
3 weeks ago
Employment Type
Full Time
WorkMode
On Site
Experience Level
Associate
Locations
Gautam Buddha Nagar, India
Applicants
Be an early applicant