Sr Subject Matter Expert (Support&Ops)

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HCLTech is seeking a Sr. Subject Matter Expert for Support & Operations in Chennai, India. This role focuses on ensuring timely and high-quality resolution of escalated tickets and incidents, maintaining customer satisfaction, and contributing to business growth. Responsibilities include performing value-added activities like mentoring, documentation, and knowledge sharing, as well as validating change plans and participating in capacity planning.

Job Summary

To ensure on-time resolution of escalations/incidents through efficient analysis as per the SLA, quality norms and ensure positive customer satisfaction and contribute to EN business creation.

Key Responsibilities

1. To ensure on-time resolution & quality compliance of escalated tickets/incident as per the agreed SLA
2. To perform value addition activities (such as mentoring administrators/team members, preparing SOPs, maintaining effective documentation simultaneously and Knowledge sharing.) In addition act as a liaison to the business segment, facilitating effective communication and presentation to key business stakeholders as & when required.
3. To validate Change Order Implementation Plan & Human Error Compliance and participate in Capacity planning, identification of EN business opportunities.
4. To ensure positive customer feedback & satisfaction through active participation in customer meetings to understand any issues faced
5. To validate analyses (eg. Root Cause Analysis ,Trend Analysis) and reports to facilitate performance in tasks to be presented to key business stakeholders

Skill Requirements

Other Requirements

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