The Job

Sr Subject Matter Expert (Support&Ops)

Teknik, data och digitalt · Mjukvaru- och webbutveckling · Mjukvaruutveckling · DevOps

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I korthet

The Sr Subject Matter Expert (Support&Ops) role in Noida, India, focuses on ensuring timely and high-quality resolution of escalated tickets and incidents to meet SLAs and enhance customer satisfaction. This position involves value-addition activities like mentoring, SOP preparation, documentation, and acting as a liaison with business stakeholders for effective communication and opportunity identification.

Ansvarsområden

  • Ensure on-time resolution and quality compliance of escalated tickets/incidents as per agreed SLA.
  • Perform value addition activities including mentoring administrators/team members, preparing SOPs, maintaining 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 the SLA.
  • Quality norms compliance.
  • Positive customer satisfaction.
  • Effective documentation.
  • Knowledge sharing.
  • Effective communication and presentation skills.
  • Validation of Change Order Implementation Plan & Human Error Compliance.
  • Participation in Capacity planning.
  • Validation of analyses (e.g., Root Cause Analysis, Trend Analysis) and reports.
  • Active participation in customer meetings.

Önskade kvalifikationer

  • Contribute to EN business creation.

Förmåner

  • Supercharge your potential at HCLTech.
  • Find your career at HCLTech.
  • Find your spark at HCLTech.
  • Be part of a global technology company.
  • Work with clients across major verticals.
#Support#Operations#SLA#Customer Satisfaction#Change Management#Capacity Planning#Root Cause Analysis#Trend Analysis
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Företag

HCLTech

Publicerade jobb

för 3 veckor sedan

Anställningstyp

Heltid

Arbetsform

På plats

Erfarenhetsnivå

Senior

Platser

Noida, India

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