The Job

Subject Matter Expert (Support&Ops)

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

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I korthet

This role focuses on ensuring timely resolution of escalated tickets and incidents according to SLAs and quality standards, aiming for high customer satisfaction. Responsibilities include performing value-added activities like mentoring, SOP preparation, knowledge sharing, and facilitating communication with business 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 effective documentation, and knowledge sharing.
  • Act as a liaison to the business segment, facilitating effective communication and presentation to key business stakeholders as and 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 (e.g., Root Cause Analysis, Trend Analysis) and reports to facilitate performance in tasks to be presented to key business stakeholders.

Krav

  • On-time resolution and quality compliance of escalated tickets/incidents as per the agreed SLA.
  • Value addition activities (mentoring administrators/team members, preparing SOPs, maintaining effective documentation, Knowledge sharing).
  • Liaison to the business segment for effective communication and presentation to key business stakeholders.
  • Validation of Change Order Implementation Plan & Human Error Compliance.
  • Participation in Capacity planning.
  • Positive customer feedback & satisfaction through active participation in customer meetings.
  • Validation of analyses (Root Cause Analysis, Trend Analysis) and reports.

Önskade kvalifikationer

  • Experience in Support & Operations.
  • Ability to perform Root Cause Analysis and Trend Analysis.
  • Experience in validating Change Order Implementation Plans.
  • Familiarity with Capacity Planning.

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.
  • Global technology company with over 223,000 people across 60 countries.
  • Industry-leading capabilities centered around digital, engineering, cloud and AI.
  • Broad portfolio of technology services and products.
#Support#Operations#SME#Escalations#Incidents#SLA#Customer Satisfaction
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Företag

HCLTech

Publicerade jobb

för 2 veckor sedan

Anställningstyp

Heltid

Arbetsform

På plats

Erfarenhetsnivå

Mellannivå

Platser

Bengaluru, India

Noida, India

Sökande

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