The Job

Subject Matter Expert (Support&Ops)

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

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I korthet

As a Subject Matter Expert in Support & Operations in Noida, Uttar Pradesh, you will ensure timely resolution of escalated tickets and incidents according to SLAs and quality standards, aiming for high customer satisfaction. Your role involves value-added activities like mentoring, SOP preparation, documentation, and knowledge sharing, alongside validating change orders, human error compliance, and participating in capacity planning.

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 effective documentation, and knowledge sharing.
  • Act as a liaison to the business segment, facilitating effective communication and presentation to key business stakeholders as & when required.
  • 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.

Önskade kvalifikationer

  • Expertise in analyzing escalated tickets/incidents.
  • Proficiency in preparing SOPs and maintaining documentation.
  • Experience in validating Change Order Implementation Plans and Human Error Compliance.
  • Ability to participate in capacity planning.
  • Skills in conducting Root Cause Analysis and Trend Analysis.
  • Effective communication and presentation skills for 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#SME#SLA#Customer Satisfaction#Change Management#Capacity Planning#Root Cause Analysis
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Företag

HCLTech

Publicerade jobb

för 3 veckor sedan

Anställningstyp

Heltid

Arbetsform

På plats

Erfarenhetsnivå

Mellannivå

Platser

Noida, India

Sökande

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