The Job

SME - Program & Project Management

Logistik, försäljning och verksamhet · Programledning · Projektledning

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I korthet

The Subject Matter Expert (Support & Ops) will ensure timely resolution of escalated incidents and adherence to quality norms and SLAs by analyzing ticket data and implementing corrective actions. This role involves mentoring team members, preparing SOPs, validating change plans, and conducting root cause and trend analyses for business stakeholders.

Ansvarsområden

  • Ensure timely resolution and quality compliance of escalated incidents by analyzing ticket data and implementing corrective actions according to agreed SLAs.
  • Mentor team members and administrators, prepare Standard Operating Procedures (SOPs), and maintain comprehensive documentation.
  • Validate change order implementation plans and ensure human error compliance.
  • Actively participate in capacity planning to align resources with operational demands.
  • Engage in customer meetings to gather feedback and understand challenges, ensuring a focus on enhancing customer satisfaction.
  • Conduct root cause analyses and trend analyses, validating findings and reports to provide actionable insights.

Krav

  • Proficient in Project Management methodologies and tools, particularly in DMO and Project Execution.
  • Strong analytical skills with the ability to perform trend analysis and root cause investigations.
  • Excellent communication and interpersonal skills to effectively liaise with stakeholders and present findings.
  • Familiarity with SLA management and incident resolution processes.
  • Knowledge of capacity planning and change management principles.

Önskade kvalifikationer

  • Optional but valuable certifications: Project Management Professional (PMP), ITIL Foundation Certification.

Förmåner

  • Supercharge your potential at HCLTech.
  • Find your career and spark.
  • A place that puts its people first.
  • Global technology company with over 223,000 people across 60 countries.
  • Delivering capabilities in digital, engineering, cloud, and AI.
  • Consolidated revenues of $14.8 billion as of June 2026.
#IT#Support#Operations#Project Management#SME#Escalations#Incidents#SLAs#Root Cause Analysis#Capacity Planning#Change Management
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Företag

HCLTech

Publicerade jobb

för 3 veckor sedan

Anställningstyp

Heltid

Arbetsform

På plats

Erfarenhetsnivå

Mellannivå

Platser

Gautam Buddha Nagar, India

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