Subject Matter Expert (Support&Ops)

Logistik, försäljning och verksamhet · Försäljning och affärsutveckling · Säljverksamhet

I korthet

As a Subject Matter Expert in Support & Operations based in Lucknow, you will ensure timely resolution of escalated incidents while adhering to SLAs and quality standards. Your role involves value-added activities such as mentoring, creating SOPs, and sharing knowledge, alongside validating change orders and analyses to ensure customer satisfaction.

Ansvarsområden

Ensure on-time resolution and quality compliance of escalated tickets/incidents as per the agreed SLA.
Perform value addition activities like 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 as and when required.
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.

#support#operations#escalations#incidents#SLA#quality#customer satisfaction#mentoring#SOPs#documentation#knowledge sharing#change order implementation#root cause analysis#trend analysis

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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