Product Specialist

Job Summary

To be responsible for conceptualizing and delivering the solution/product to the market in collaboration with internal and external (client) teams with a view to generating solution revenue for HCL

• HCLTech will be responsible for incident management across all in-scope areas 
• Refer to the existing Known Error Database (“KeDB”) for any prior instance and 
probable solution or create new. 
• Provide work-around for quick business recovery 
• Coordinate and share periodic updates to business on the ETA and progress on the 
incident 
• Escalate to the next level for faster resolution 
• Work with relevant Benchmark teams and in-scope 3rd party vendors to provide faster 
resolution 
• Record work-around in the KeDB 
• Report root cause analysis and preventative action recommendation to Benchmark 
application owner(s) and record in KeDB 
• Incident analysis and trend analysis 
KIF No: 557752
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CONFIDENTIAL property of Benchmark Electronics, Inc. 3
Scope / Service Activities 
• Raise problem tickets for the repeat incidents, outages, critical incidents
• Continuous improvement 
• Communication to stakeholders as per Benchmark process on service interruptions, 
critical and high incidents for Applications in scope 
Service request 
management
• Collect user-specific requirements, set expectations 
• Record, track, and process service requests 
• Explore service fulfilment workflow automation and standardize processes wherever 
possible 
• Identify what information should be available in the self-help documents/process 
when a request offering is released to minimize requests where possible 
• Track performance and continuously improve fulfilment of requests 
• Identify, monitor, and report metrics to properly manage the lifecycle of a service 
request (e.g., CSAT, time to response, time to resolution, and time to close)
Problem management
• Root Cause Analysis (“RCA”) of the problem tickets 
• Perform bug fixes, automation, proactive checks as permanent resolution 
• Suggest next level teams for permanent fixes 
• Update KeDB on permanent solution being released for any known error 
• Work with different teams (e.g., Infrastructure team, DBA team) to provide end to end 
problem management solution 
Knowledge 
management
• Document data store 
• Knowledge academy creation and update
Change Management 
• Review and approve planned system/environment changes according to the Change 
 Management process. 
• Emergency change management for systems/environments. 
• Fast track change request – pre-approved by the business and IT owners. These are 
 repetitive in nature and implemented frequently following an established path. 
 Participate in the weekly CAB meetings 
Level 1.5 Support 
(Integrated Command 
Center) 
• Perform first level diagnosis and resolution. 
• Incident and service request categorization. 
• Centralized monitoring and control. 

Key Responsibilities

1. To deliver for the successful launch of the prototype including conceptualization| functional specifications and release plan.
2. To jointly perform various activities to determine the financial and commercial viability of the product
3. To assist with preparing marketing materials, training programs, and other resources for product launches.
4. To assist with gathering and documenting product requirements by researching competitor offerings, industry trends, and market needs.
5. To manage| guide and develop the team

Skill Requirements

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Other Requirements

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