The Job

Subject Matter Expert (Support&Ops)

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

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I korthet

As a Subject Matter Expert in Support & Operations, you will be responsible for ensuring timely resolution of escalated tickets and incidents while adhering to SLAs and quality standards. Your role involves value-added activities like mentoring, SOP creation, documentation, knowledge sharing, and validating change plans, analyses, and reports for key stakeholders.

Ansvarsområden

  • Ensure on-time resolution and 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.

Krav

  • On-time resolution of escalations/incidents through efficient analysis as per the SLA and quality norms.
  • Positive customer satisfaction.

Önskade kvalifikationer

  • Experience in mentoring administrators/team members.
  • Experience in preparing SOPs and maintaining documentation.
  • Experience in validating Change Order Implementation Plan & Human Error Compliance.
  • Experience in capacity planning.
  • Experience in Root Cause Analysis and Trend Analysis.
  • Experience in presenting to key business stakeholders.

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#Subject Matter Expert#SLA#Customer Satisfaction#Change Management#Root Cause Analysis#Trend Analysis#Capacity Planning
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Företag

HCLTech

Publicerade jobb

för 2 veckor sedan

Anställningstyp

Heltid

Arbetsform

På plats

Erfarenhetsnivå

Mellannivå

Platser

Gautam Buddha Nagar, India

Sökande

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