The Job

Subject Matter Expert (Support&Ops)

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

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I korthet

As a Subject Matter Expert in Support & Operations, you will be responsible for the timely and quality resolution of escalated tickets and incidents, ensuring high customer satisfaction. This role involves value-added activities like mentoring, SOP preparation, and knowledge sharing, as well as participating in change management and capacity planning.

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.
  • Validate analyses (e.g., Root Cause Analysis, Trend Analysis) and reports for presentation to key business stakeholders.

Krav

  • Efficient analysis skills to ensure on-time resolution of escalations/incidents as per SLA and quality norms.
  • Ability to ensure positive customer satisfaction.
  • Experience in preparing Standard Operating Procedures (SOPs).
  • Proficiency in maintaining effective documentation.
  • Skill in knowledge sharing.
  • Ability to facilitate effective communication and presentation to key business stakeholders.
  • Experience in validating Change Order Implementation Plan & Human Error Compliance.
  • Participation in Capacity planning.
  • 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#escalations#incidents#SLA#customer satisfaction#documentation#knowledge sharing#stakeholder management#change management#capacity planning#root cause analysis#trend analysis
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Företag

HCLTech

Publicerade jobb

för 4 veckor sedan

Anställningstyp

Heltid

Arbetsform

På plats

Erfarenhetsnivå

Mellannivå

Platser

Gautam Buddha Nagar, India

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