Subject Matter Expert (Support&Ops)

Logistik, försäljning och verksamhet · Försäljning och affärsutveckling · Kundframgång

I korthet

Ensure timely resolution of escalations and incidents by performing efficient analysis according to SLA and quality standards to achieve positive customer satisfaction. This role involves value-added activities such as mentoring, documentation, knowledge sharing, and validating change plans and analyses for business stakeholders.

Ansvarsområden

Ensure on-time resolution and quality compliance of escalated tickets/incidents as per the 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 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.

Krav

Demonstrated ability to resolve escalations/incidents efficiently and within SLA.
Proficiency in preparing SOPs and maintaining effective documentation.
Experience in knowledge sharing and mentoring team members.
Ability to validate Change Order Implementation Plans and Human Error Compliance.
Experience in participating in capacity planning.
Proven track record of ensuring positive customer feedback and satisfaction.
Skills in validating Root Cause Analysis and Trend Analysis reports.
Effective communication and presentation skills for key business stakeholders.

Önskade kvalifikationer

Global technology company with over 230,000 people across 60 countries.
Industry-leading capabilities centered around digital, engineering, cloud and AI.
Broad portfolio of technology services and products.
Works with clients across all major verticals: Financial Services, Manufacturing, Life Sciences and Healthcare, Technology and Services, Telecom and Media, Retail and CPG, and Public Services.
Consolidated revenues of $14.8 billion as of 12 months ending September 2026.

Förmåner

Supercharge your potential.
Find your career.
Find your spark.
A place that knows that helping its customers stay on top starts by putting its people first.

#Support#Operations#SME#Incident Management#SLA Compliance#Customer Satisfaction#Root Cause Analysis#Trend Analysis#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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