The Job

Subject Matter Expert (Support&Ops)

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

Gå med för uppdateringar

I korthet

Subject Matter Expert (Support&Ops) role in Bengaluru, Karnataka focused on timely resolution of escalations and incidents, ensuring quality and customer satisfaction. Responsibilities include value-addition 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 the agreed SLA.
  • Perform value addition activities like mentoring administrators/team members, preparing SOPs, maintaining effective 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

  • On-time resolution of escalations/incidents through efficient analysis as per the SLA and quality norms.
  • Positive customer satisfaction.
  • Value addition activities such as mentoring administrators/team members, preparing SOPs, maintaining effective documentation simultaneously and Knowledge sharing.
  • Act as a liaison to the business segment, facilitating effective communication and presentation to key business stakeholders as & when required.
  • 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.

Förmåner

  • Supercharge your potential.
  • Find your career.
  • Find your spark.
#Support#Operations#SME
HCLTech Logo

Företag

HCLTech

Publicerade jobb

för 2 veckor sedan

Anställningstyp

Heltid

Arbetsform

På plats

Erfarenhetsnivå

Mellannivå

Platser

Bengaluru, India

Sökande

Ansök tidigt