Subject Matter Expert (Support&Ops)

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

I korthet

Join HCLTech as a Subject Matter Expert in Support & Ops in Chennai, India. You will be responsible for the timely resolution of escalations and incidents according to SLAs and quality standards, ensuring positive customer satisfaction. Key responsibilities include performing value-added activities like mentoring, SOP preparation, documentation, and knowledge sharing.

Ansvarsområden

Ensure on-time resolution & quality compliance of escalated tickets/incidents as per the agreed SLA.
Perform value addition activities such as 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 and participate in Capacity planning.
Ensure positive customer feedback & satisfaction through active participation in customer meetings to understand any issues faced.
Validate analyses (e.g. Root Cause Analysis, Trend Analysis) and reports to facilitate performance in tasks to be presented to key business stakeholders.

Förmåner

Supercharge your potential at HCLTech.
Find your career.
Find your spark.
A place that knows that helping its customers stay on top starts by putting its people first.
Work with clients across all major verticals.
Global technology company with over 230,000 people across 60 countries.

#Support#Operations#SLA#Incident Management#Customer Satisfaction#Root Cause Analysis#Trend Analysis#Capacity Planning#Change Management

Om HCLTech

Supercharging progress through technology and innovation

HCLTech is a global technology company, home to 219,000+ people across 54 countries, delivering industry-leading capabilities centered around digital, engineering and cloud, powered by a broad portfolio of technology services and products. We work with clients across all major verticals, providing industry solutions for Financial Services, Manufacturing, Life Sciences and Healthcare, Technology and Services, Telecom and Media, Retail and CPG, and Public Services. Consolidated revenues as of 12 months ending September 2022 totaled $12.1 billion. To learn how we can supercharge progress for…

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