The Job

SME - UCC Development Tools

Teknik, data och digitalt · Mjukvaru- och webbutveckling · Mjukvaruutveckling · IT-support

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I korthet

The Subject Matter Expert (Support & Ops) in Hyderabad, Telangana, is responsible for resolving escalations and incidents within Transmission skill clusters, adhering to SLA standards and ensuring customer satisfaction. This role also involves mentoring team members, contributing to capacity planning, and improving processes through root cause and trend analysis.

Ansvarsområden

  • Ensure timely resolution and quality compliance of escalated tickets and incidents.
  • Mentor team members and administrators by sharing knowledge and best practices.
  • Prepare Standard Operating Procedures (SOPs) to enhance operational efficiency.
  • Validate Change Order Implementation Plans and ensure Human Error Compliance.
  • Participate in capacity planning for Transmission Services.
  • Actively participate in customer meetings to gather feedback.
  • Conduct validations of Root Cause Analysis and Trend Analysis.
  • Produce reports for performance improvements and present to key business stakeholders.

Krav

  • In-depth knowledge of Transmission Systems and Operations.
  • Solid proficiency in Incident Management and Escalation Processes.
  • Strong analytical skills for performing Root Cause and Trend Analysis.
  • Excellent communication and presentation skills to engage with stakeholders effectively.
  • Familiarity with best practices in documentation and SOP preparation.

Önskade kvalifikationer

  • ITIL Foundation Certification is preferred but not mandatory.
  • Certification in Transmission Network Operations is optional but valuable.

Förmåner

  • Opportunity to supercharge potential and find your career spark.
  • Work at a place that prioritizes its people.
#Support#Operations#Transmission#Escalations#Incidents#SLA#Customer Satisfaction#Mentoring#Capacity Planning#Process Improvements#Root Cause Analysis#Trend Analysis#ITIL
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Företag

HCLTech

Publicerade jobb

för 3 veckor sedan

Anställningstyp

Heltid

Arbetsform

På plats

Erfarenhetsnivå

Mellannivå

Platser

Hyderabad, India

Sökande

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