The Job

Sr Subject Matter Expert (Support&Ops)

Teknik, data och digitalt · IT-infrastruktur och säkerhet · IT-support · Teknisk support

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I korthet

HCLTech is seeking a Senior Subject Matter Expert for Support & Operations in Gautam Buddha Nagar, Uttar Pradesh. This role focuses on ensuring timely and high-quality resolution of escalated tickets and incidents, maintaining customer satisfaction, and contributing to business growth through value-added activities and stakeholder engagement.

Ansvarsområden

  • Ensure on-time resolution and quality compliance of escalated tickets/incidents as per the agreed SLA.
  • Perform value addition activities including mentoring, preparing SOPs, maintaining documentation, and knowledge sharing.
  • Act as a liaison to the business segment, facilitating communication and presentations to key stakeholders.
  • Validate Change Order Implementation Plan and 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 stakeholders.

Krav

  • Proven experience in Support & Operations.
  • Expertise in incident and escalation management.
  • Strong understanding of SLAs and quality norms.
  • Experience in mentoring team members and preparing SOPs.
  • Effective documentation and knowledge-sharing skills.
  • Ability to act as a liaison and present to business stakeholders.
  • Experience in validating Change Order Implementation Plans.
  • Familiarity with capacity planning and business opportunity identification.
  • Demonstrated ability to ensure customer satisfaction.

Önskade kvalifikationer

  • Experience with Root Cause Analysis and Trend Analysis.
  • Ability to contribute to business creation and identify EN business opportunities.

Förmåner

  • Supercharge your potential at HCLTech.
  • Find your career and spark.
  • A place that puts its people first.
  • Work with a global technology company with a presence in 60 countries.
  • Opportunity to 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.
#support#operations#SME#escalation management#incident resolution#SLA compliance#customer satisfaction#documentation#knowledge sharing#change management#capacity planning
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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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