The Job

Subject Matter Expert (Support&Ops)

Teknik, data och digitalt · IT-infrastruktur och säkerhet · IT-support · Teknisk support · Mjukvaruutveckling

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I korthet

As a Subject Matter Expert in Support & Operations based in Gautam Buddha Nagar, Uttar Pradesh, you will be responsible for the timely resolution of escalated incidents while ensuring quality and customer satisfaction. Your role includes value-added activities like mentoring, documentation, and participating in capacity and change planning.

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 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 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

  • Demonstrated ability to ensure on-time resolution and quality compliance of escalated tickets/incidents as per the agreed SLA.
  • Experience in performing value addition activities such as mentoring, preparing SOPs, maintaining documentation, and knowledge sharing.
  • Proven liaison skills with business segments, facilitating effective communication and presentation to key business stakeholders.
  • Experience in validating Change Order Implementation Plans & Human Error Compliance and participating in Capacity planning.
  • Ability to ensure positive customer feedback & satisfaction through active participation in customer meetings.
  • Proficiency in validating analyses (eg. Root Cause Analysis, Trend Analysis) and reports for presentation to key business stakeholders.

Förmåner

  • Supercharge your potential at HCLTech.
  • Find your career and your spark at HCLTech.
  • HCLTech puts its people first.
  • Be part of a global technology company with over 223,000 employees across 60 countries.
  • Deliver industry-leading capabilities centered around digital, engineering, cloud and AI.
  • Work with clients across all major verticals including Financial Services, Manufacturing, Life Sciences and Healthcare, Technology and Services, Telecom and Media, Retail and CPG, and Public Services.
#Support#Operations#SME#Escalation Management#Incident Management#SLA Compliance#Customer Satisfaction#Root Cause Analysis#Trend Analysis#Change Management
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Företag

HCLTech

Publicerade jobb

för 3 veckor sedan

Anställningstyp

Heltid

Arbetsform

På plats

Erfarenhetsnivå

Medarbetare

Platser

Gautam Buddha Nagar, India

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