I korthet
As a Subject Matter Expert in Support & Operations based in Bangalore, you will be responsible for the timely and quality resolution of escalated tickets and incidents, ensuring adherence to SLAs. This role also involves mentoring team members, preparing SOPs, conducting root cause and trend analyses, and ensuring positive customer satisfaction.
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 documentation, and knowledge sharing.
- Act as a liaison to the business segment, facilitating effective communication and presentations to key stakeholders.
- Validate Change Order Implementation Plans & Human Error Compliance and participate in Capacity Planning.
- Ensure positive customer feedback and satisfaction through active participation in customer meetings to understand issues.
- Validate analyses (e.g., Root Cause Analysis, Trend Analysis) and reports for presentation to key business stakeholders.
Krav
- Experience in ensuring on-time resolution and quality compliance of escalated tickets/incidents as per SLA.
- Experience in performing value addition activities such as mentoring, preparing SOPs, and knowledge sharing.
- Experience in validating Change Order Implementation Plans & Human Error Compliance.
- Experience in participating in capacity planning.
- Experience in ensuring positive customer feedback and satisfaction.
- Experience in validating analyses like Root Cause Analysis and Trend Analysis.
- Experience in presenting performance reports to key business stakeholders.
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.
#Support#Operations#SLA#Customer Satisfaction#Root Cause Analysis#Trend Analysis
Företag
HCLTech
Publicerade jobb
för 2 veckor sedan
Anställningstyp
Heltid
Arbetsform
På plats
Erfarenhetsnivå
Mellannivå
Platser
Bangalore, India
Sökande
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