Subject Matter Expert (Support&Ops)
Technology, Data & Digital · IT Infrastructure & Security · DevOps
I korthet
This role at HCLTech in Gautam Buddha Nagar focuses on ensuring timely resolution of escalated incidents and tickets, adhering to SLAs and quality standards to achieve high customer satisfaction. Key responsibilities include performing value-added activities like SOP creation, knowledge sharing, and validating change plans, while acting as a liaison between business and 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 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
- On-time resolution of escalations/incidents through efficient analysis as per the SLA and quality norms.
- Positive customer satisfaction.
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#SLA#Customer Satisfaction#Incident Resolution#Escalation Management#Root Cause Analysis#Change Management
Företag
HCLTech
Publicerade jobb
för 1 månad sedan
Anställningstyp
Heltid
Arbetsform
På plats
Erfarenhetsnivå
Medarbetare
Platser
Gautam Buddha Nagar, India
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