The Job

Subject Matter Expert (Support&Ops)

Technology, Data & Digital · Cloud Engineering

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I korthet

HCLTech is seeking a Subject Matter Expert (Support&Ops) in Gautam Buddha Nagar, Uttar Pradesh to ensure timely and quality resolution of escalated incidents, maintaining customer satisfaction. The role involves value-added activities like knowledge sharing, documentation, and acting as a liaison with business stakeholders.

Ansvarsområden

  • Ensure on-time resolution and quality compliance of escalated tickets/incidents as per the agreed SLA.
  • Perform value addition activities: 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 for on-time resolution of escalations/incidents.
  • Adherence to SLA and quality norms.
  • Documentation and knowledge sharing capabilities.

Förmåner

  • Industry-benchmarked compensation
  • Best-in-class healthcare benefits
  • Personal time off
  • Maternity and paternity benefits
  • Access to skills / higher education programs/resources
  • Discounts on products and services via Benefit Box
  • Participate in CSR programs and live life with a purpose
  • Opportunities to grow and advance your career
#Support#Operations#SME#Escalation Management#Incident Resolution#SLA Compliance#Customer Satisfaction#Root Cause Analysis
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Företag

HCLTech

Publicerade jobb

för 1 månad sedan

Anställningstyp

Heltid

Arbetsform

På plats

Platser

Gautam Buddha Nagar, India

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