The Job

Sr Subject Matter Expert (Support&Ops)

Logistik, försäljning och verksamhet · Försäljning och affärsutveckling · Säljverksamhet · Kundframgång

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I korthet

The Sr Subject Matter Expert (Support&Ops) will ensure timely and quality resolution of escalated tickets and incidents according to SLAs. This role involves value-added activities like mentoring, SOP preparation, documentation, and knowledge sharing, while also acting as a liaison for business stakeholders.

Ansvarsområden

  • Ensure on-time resolution and quality compliance of escalated tickets/incidents as per the agreed SLA.
  • Perform value addition activities: 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 through efficient analysis as per the SLA.
  • Adherence to quality norms.
  • Ensure positive customer satisfaction.
  • Contribute to EN business creation.
  • Mentoring administrators/team members.
  • Preparing SOPs.
  • Maintaining effective documentation.
  • Knowledge sharing.
  • Validation of Change Order Implementation Plan & Human Error Compliance.
  • Participation in Capacity planning.
  • Identification of EN business opportunities.
  • Active participation in customer meetings.
  • Validation of analyses (Root Cause Analysis, Trend Analysis) and reports.

Förmåner

  • Supercharge your potential.
  • Find your career.
  • Find your spark.
#support#operations#escalation management#incident resolution#SLA compliance#customer satisfaction#change management#capacity planning#root cause analysis#trend analysis
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Företag

HCLTech

Publicerade jobb

för 2 veckor sedan

Anställningstyp

Heltid

Arbetsform

På plats

Erfarenhetsnivå

Senior

Platser

Gautam Buddha Nagar, India

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