The Job

Sr Subject Matter Expert (Support&Ops)

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

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I korthet

HCLTech is seeking a Senior Subject Matter Expert (Support & Ops) in Chennai, India, to ensure timely resolution of escalations and incidents while maintaining quality and customer satisfaction. This role involves value-added activities like mentoring, SOP preparation, knowledge sharing, and participating in change management and capacity planning.

Ansvarsområden

  • Ensure on-time resolution and quality compliance of escalated tickets/incidents as per the agreed SLA.
  • Perform value addition activities such as mentoring administrators/team members, preparing SOPs, maintaining effective 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.
  • Participate in Capacity planning and identification of business opportunities.
  • Ensure positive customer feedback & satisfaction through active participation in customer meetings.
  • Validate analyses (e.g., Root Cause Analysis, Trend Analysis) and reports for presentation to key business stakeholders.

Krav

  • On-time resolution of escalations/incidents as per SLA and quality norms.
  • Positive customer satisfaction.
  • Value addition activities including mentoring, SOP preparation, documentation, and knowledge sharing.
  • Liaison to business segment and presentation to stakeholders.
  • Validation of Change Order Implementation Plan & Human Error Compliance.
  • Participation in Capacity planning and identification of business opportunities.
  • Validation of analyses and reports for stakeholders.

Förmåner

  • Supercharge your potential.
  • Find your career.
  • Find your spark.
#Support#Operations#Escalations#Incidents#SLA#Customer Satisfaction#Change Management#Capacity Planning#Root Cause Analysis#Trend Analysis
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Företag

HCLTech

Publicerade jobb

för 4 dagar sedan

Anställningstyp

Heltid

Arbetsform

På plats

Erfarenhetsnivå

Senior

Platser

Chennai, India

Sökande

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