Subject Matter Expert (Tools&Automation)

Technology, Data & Digital · IT Infrastructure & Security · IT Support · Systems Engineering

In short

As a Subject Matter Expert in Tools & Automation based in Noida, you will be responsible for the timely resolution of escalations and incidents, ensuring quality compliance and customer satisfaction. Your role involves value-addition activities such as mentoring, documentation, and facilitating 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 (eg. Root Cause Analysis, Trend Analysis) and reports for presentation to key business stakeholders.

Requirements

Proven experience as a Subject Matter Expert in Tools & Automation.
Strong understanding of IT service management principles, including SLAs, incident resolution, and escalations.
Experience in preparing Standard Operating Procedures (SOPs) and maintaining documentation.
Ability to perform Root Cause Analysis and Trend Analysis.
Excellent communication and presentation skills, with the ability to liaise with business stakeholders.
Knowledge of Change Order Implementation and Human Error Compliance.
Experience in capacity planning.

Desired Qualifications

Experience in analyzing and reporting on performance to key business stakeholders.

Benefits

Supercharge your potential at HCLTech.
Find your career and your spark.
Be part of a global technology company with over 230,000 employees across 60 countries.
Work with industry-leading capabilities in digital, engineering, cloud, and AI.
Serve clients across various verticals including Financial Services, Manufacturing, Life Sciences and Healthcare, Technology and Services, Telecom and Media, Retail and CPG, and Public Services.

#Tools & Automation#SME#IT#Escalations#Incident Resolution#SLA Compliance#Customer Satisfaction#Documentation#SOPs#Knowledge Sharing#Change Management#Capacity Planning#Root Cause Analysis#Trend Analysis

About HCLTech

Supercharging progress through technology and innovation

HCLTech is a global technology company, home to 219,000+ people across 54 countries, delivering industry-leading capabilities centered around digital, engineering and cloud, powered by a broad portfolio of technology services and products. We work with clients across all major verticals, providing industry solutions for Financial Services, Manufacturing, Life Sciences and Healthcare, Technology and Services, Telecom and Media, Retail and CPG, and Public Services. Consolidated revenues as of 12 months ending September 2022 totaled $12.1 billion. To learn how we can supercharge progress for…

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