The Job

Subject Matter Expert (Support&Ops)

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

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I korthet

This role is responsible for ensuring timely resolution of escalated incidents and achieving customer satisfaction as per SLA and quality norms. Key responsibilities include analyzing escalated tickets, mentoring team members, preparing SOPs, conducting root cause and trend analysis, and participating in capacity planning.

Ansvarsområden

  • Ensure on-time resolution & 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.
  • 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 (eg. 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.

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.
  • Global technology company with over 223,000 people across 60 countries.
  • Industry-leading capabilities centered around digital, engineering, cloud and AI.
  • Broad portfolio of technology services and products.
  • Work 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 June 2026.
#Support#Operations#SME#Incident Management#Customer Satisfaction#SLA Compliance#Root Cause Analysis#Trend Analysis
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Företag

HCLTech

Publicerade jobb

för 1 vecka sedan

Anställningstyp

Heltid

Arbetsform

På plats

Erfarenhetsnivå

Mellannivå

Platser

Lucknow, India

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