Subject Matter Expert (Support&Ops)

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HCLTech is seeking a Subject Matter Expert (Support&Ops) to join their team in Noida or Chennai, India. This role focuses on ensuring timely and high-quality resolution of escalated tickets and incidents, adhering to SLAs and quality standards. The position also involves value-added activities like mentoring, SOP creation, documentation, knowledge sharing, and acting as a liaison with business stakeholders.

Job Summary

To ensure on-time resolution of escalations/incidents through efficient analysis as per the SLA and quality norms and ensure positive customer satisfaction.

Key Responsibilities

1. To ensure on-time resolution & quality compliance of escalated tickets/incident as per the agreed SLA
2. To perform value addition activities (such as mentoring administrators/team members, preparing SOPs, maintaining effective documentation simultaneously and Knowledge sharing.) In addition act as a liaison to the business segment, facilitating effective communication and presentation to key business stakeholders as & when required.
3. To validate Change Order Implementation Plan & Human Error Compliance and participate in Capacity planning
4. To ensure positive customer feedback & satisfaction through active participation in customer meetings to understand any issues faced
5. To validate analyses (eg. Root Cause Analysis ,Trend Analysis) and reports to facilitate performance in tasks to be presented to key business stakeholders

Skill Requirements

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Other Requirements

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#support#operations#escalation management#SLA compliance#customer satisfaction#Noida#Chennai