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Subject Matter Expert (Support&Ops)

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

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I korthet

This role ensures on-time resolution of escalations and incidents by performing efficient analysis according to SLA and quality standards, aiming for positive customer satisfaction. Responsibilities include mentoring, SOP preparation, documentation, change order validation, and root cause analysis.

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, 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

  • On-time resolution of escalations/incidents.
  • Efficient analysis as per SLA and quality norms.
  • Positive customer satisfaction.
  • Mentoring administrators/team members.
  • Preparing SOPs.
  • Maintaining effective documentation.
  • Knowledge sharing.
  • Effective communication and presentation to key business stakeholders.
  • Validation of Change Order Implementation Plan & Human Error Compliance.
  • Participation in Capacity planning.
  • Active participation in customer meetings to understand any issues faced.
  • Validation of analyses (eg. Root Cause Analysis, Trend Analysis) and reports.
#Support#Operations#SME#Escalations#Incidents#SLA#Customer Satisfaction#Root Cause Analysis
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Företag

HCLTech

Publicerade jobb

för 2 veckor sedan

Anställningstyp

Heltid

Arbetsform

På plats

Erfarenhetsnivå

Mellannivå

Platser

Noida, India

Sökande

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