The Job

Subject Matter Expert (Support&Ops)

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

Gå med för uppdateringar

I korthet

As a Subject Matter Expert in Support & Operations based in Bengaluru, you will ensure timely resolution of escalated tickets and incidents according to SLAs and quality standards to achieve high customer satisfaction. Your role involves value-added activities like mentoring, documentation, and 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 including 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

  • Efficient analysis skills.
  • Adherence to SLA and quality norms.
  • Mentoring capability.
  • SOP preparation.
  • Documentation maintenance.
  • Knowledge sharing.
  • Effective communication and presentation skills.
  • Ability to validate Change Order Implementation Plans and Human Error Compliance.
  • Participation in capacity planning.
  • Customer feedback management.
  • Validation of Root Cause Analysis and Trend Analysis.

Förmåner

  • Opportunity to supercharge your potential.
  • Find your career and spark.
  • Work at a place that puts people first.
  • Global technology company exposure.
  • Work with clients across major verticals like Financial Services, Manufacturing, Life Sciences and Healthcare, Technology and Services, Telecom and Media, Retail and CPG, and Public Services.
#Support#Operations#SME#Escalations#Incidents#SLA#Customer Satisfaction
HCLTech Logo

Företag

HCLTech

Publicerade jobb

för 1 månad sedan

Anställningstyp

Heltid

Arbetsform

På plats

Erfarenhetsnivå

Mellannivå

Platser

Bengaluru, India

Sökande

Ansök tidigt