The Job

Sr Subject Matter Expert (Support&Ops)

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

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I korthet

As a Sr Subject Matter Expert in Support & Operations, you will be responsible for the timely and high-quality resolution of escalated tickets and incidents according to SLAs. This role involves contributing to business creation by ensuring customer satisfaction and performing value-added activities like mentoring and documentation.

Ansvarsområden

  • Ensure on-time resolution and quality compliance of escalated tickets/incidents as per the agreed SLA.
  • Perform value-addition activities, including mentoring administrators/team members, preparing SOPs, and maintaining documentation.
  • 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 and 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 the SLA.
  • Quality compliance for escalated tickets/incidents.
  • Positive customer satisfaction.
  • Value-addition activities: mentoring, SOP preparation, documentation.
  • Effective communication and presentation to stakeholders.
  • Validation of Change Order Implementation Plan & Human Error Compliance.
  • Participation in capacity planning and business opportunity identification.
  • Understanding customer issues through meetings.
  • Validation of analyses and reports.

Förmåner

  • Supercharge your potential at HCLTech.
  • Find your career and your spark.
  • A place that puts its people first.
  • Work for a global technology company with over 223,000 people in 60 countries.
  • Deliver industry-leading capabilities in digital, engineering, cloud, and AI.
  • Work with clients across major verticals including Financial Services, Manufacturing, Life Sciences and Healthcare, Technology and Services, Telecom and Media, Retail and CPG, and Public Services.
  • Consolidated revenues of $14.8 billion as of 12 months ending June 2026.
#Support#Operations#Escalations#Incidents#SLA#Customer Satisfaction
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Företag

HCLTech

Publicerade jobb

för 4 veckor sedan

Anställningstyp

Heltid

Arbetsform

På plats

Erfarenhetsnivå

Senior

Platser

Gautam Buddha Nagar, India

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