The Job

Subject Matter Expert (Support&Ops)

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

Gå med för uppdateringar

I korthet

As a Subject Matter Expert in Support & Operations, you will be responsible for the on-time resolution of escalations and incidents according to SLAs and quality standards, ensuring positive customer satisfaction. Your role includes value-added activities like mentoring, SOP preparation, documentation, knowledge sharing, and participating in change order validation and capacity planning.

Ansvarsområden

  • Ensure on-time resolution and quality compliance of escalated tickets/incidents as per 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 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

  • Proven ability to ensure on-time resolution and quality compliance of escalated tickets/incidents as per the agreed SLA.
  • Experience in value addition activities such as mentoring, preparing SOPs, and maintaining documentation.
  • Ability to act as a liaison to the business segment, facilitating communication and presentations.
  • Experience in validating Change Order Implementation Plans and participating in capacity planning.
  • Strong skills in ensuring positive customer feedback and satisfaction.
  • Proficiency in validating analyses like Root Cause Analysis and Trend Analysis.

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#SME#Incident Management#SLA#Customer Satisfaction#Root Cause Analysis#Trend Analysis
HCLTech Logo

Företag

HCLTech

Publicerade jobb

för 1 månad sedan

Anställningstyp

Heltid

Arbetsform

På plats

Erfarenhetsnivå

Mellannivå

Platser

Chennai, India

Sökande

Ansök tidigt