The Job

Subject Matter Expert (Support&Ops)

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

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I korthet

HCLTech seeks a Subject Matter Expert (Support&Ops) in Delhi, India to ensure timely resolution of escalated tickets and incidents, adhering to SLAs and quality standards to achieve high customer satisfaction. The role involves value-added activities like mentoring, SOP preparation, documentation, knowledge sharing, and acting as a liaison with business stakeholders.

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 communication and presentation to key stakeholders.
  • Validate Change Order Implementation Plans and Human Error Compliance, and participate in Capacity Planning.
  • Ensure positive customer feedback and 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 through efficient analysis.
  • Adherence to SLA and quality norms.
  • Positive customer satisfaction.
  • Experience in preparing SOPs and maintaining documentation.
  • Familiarity with Change Order Implementation Plan and Human Error Compliance.
  • Participation in capacity planning.
  • Experience in Root Cause Analysis and Trend Analysis.

Önskade kvalifikationer

  • Effective communication and presentation skills.
  • Ability to facilitate effective communication and presentation to key business stakeholders.

Förmåner

  • Supercharge your potential at HCLTech.
  • Find your career and your spark.
  • A place that puts its people first.
  • Global technology company with extensive capabilities in digital, engineering, cloud, and AI.
  • Work with clients across major verticals including Financial Services, Manufacturing, Life Sciences and Healthcare, Technology and Services, Telecom and Media, Retail and CPG, and Public Services.
#support#operations#escalations#incidents#SLA#customer satisfaction#analysis#documentation#knowledge sharing#stakeholder management#change management#capacity planning#RCA#trend analysis
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Företag

HCLTech

Publicerade jobb

för 2 veckor sedan

Anställningstyp

Heltid

Arbetsform

På plats

Erfarenhetsnivå

Medarbetare

Platser

Delhi, India

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