In short
As a Subject Matter Expert in Support & Operations, you will be responsible for the timely resolution of escalated tickets and incidents, ensuring compliance with SLAs and quality standards to achieve high customer satisfaction. Your role involves value-adding activities like mentoring, SOP preparation, documentation, and acting as a liaison between business segments and stakeholders.
Responsibilities
- Ensure on-time resolution and quality compliance of escalated tickets/incidents as per the agreed SLA.
- Perform value addition activities like 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.
#Support#Operations#SME#Escalations#Incidents#SLA#Customer Satisfaction#Root Cause Analysis#Trend Analysis#Change Management#Capacity Planning
Company
HCLTech
Job Posted
2 weeks ago
Employment Type
Full Time
WorkMode
On Site
Experience Level
Mid-Senior
Locations
Gautam Buddha Nagar, India
Applicants
Be an early applicant