The Job

Subject Matter Expert (Support&Ops)

Logistik, försäljning och verksamhet · Försäljning och affärsutveckling · Kundframgång · Säljverksamhet

Gå med för uppdateringar

I korthet

The Subject Matter Expert (Support&Ops) will ensure timely resolution of escalated tickets and incidents, adhering to SLAs and quality standards to maintain high customer satisfaction. This role involves value-added activities like mentoring, SOP preparation, knowledge sharing, and validating change implementation plans and analyses.

Ansvarsområden

  • Ensure on-time resolution and quality compliance of escalated tickets/incidents as per agreed SLA.
  • Perform value addition activities such as mentoring, preparing SOPs, maintaining documentation, and knowledge sharing.
  • Act as a liaison to the business segment, facilitating communication and presentation to key 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.
  • Validate analyses (e.g., Root Cause Analysis, Trend Analysis) and reports for presentation to stakeholders.

Krav

  • On-time resolution of escalations/incidents as per the SLA and quality norms.
  • Efficient analysis for ticket/incident resolution.
  • Value addition activities including mentoring administrators/team members.
  • Preparation of Standard Operating Procedures (SOPs).
  • Maintaining effective documentation.
  • Knowledge sharing.
  • Validation of Change Order Implementation Plan & Human Error Compliance.
  • Participation in Capacity planning.
  • Active participation in customer meetings to understand issues.
  • Validation of analyses (e.g., Root Cause Analysis, Trend Analysis) and reports.

Önskade kvalifikationer

  • Experience in analysis for SLA and quality compliance.
  • Experience in change order validation and capacity planning.
  • Experience in facilitating communication and presentation to key business stakeholders.
  • Experience in validating Root Cause Analysis and Trend Analysis.

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#SLA#Customer Satisfaction#Root Cause Analysis#Trend Analysis#Change Management#Capacity Planning
HCLTech Logo

Företag

HCLTech

Publicerade jobb

för 3 veckor sedan

Anställningstyp

Heltid

Arbetsform

På plats

Erfarenhetsnivå

Mellannivå

Platser

Gautam Buddha Nagar, India

Sökande

Ansök tidigt