The Job

Subject Matter Expert (Support&Ops)

Teknik, data och digitalt · Mjukvaru- och webbutveckling · Mjukvaruutveckling · IT-support

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I korthet

The Subject Matter Expert (Support&Ops) in Chennai, Tamil Nadu, India, is responsible for ensuring timely resolution of escalations and incidents according to SLAs and quality standards to achieve customer satisfaction. This role involves value-added activities like mentoring, SOP preparation, documentation, knowledge sharing, and validation of change orders and analyses.

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.
  • 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.
#support#operations#SME#escalation#incident management
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Företag

HCLTech

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för 1 vecka sedan

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Heltid

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På plats

Platser

Chennai, India

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