SME - Program & Project Management

HCL Technologies Limited; Cambridge; On-site; CAD 90,000 - 120,000; Full time

Job summary

HCLTech seeks a Subject Matter Expert (Support & Ops) to drive timely resolution of escalations and incidents while upholding quality norms and SLAs. The role emphasizes analysis, proactive communication, and knowledge sharing to strengthen support operations.

You will mentor the team, validate change plans, and participate in capacity planning to ensure resources meet demand, with a focus on continuously improving customer satisfaction and operational performance.

Qualifications

• Experience analyzing escalations and incidents and implementing corrective actions.
• Ability to mentor team and prepare SOPs; maintain documentation for knowledge sharing.
• Experience with SLA management and incident resolution.
• Strong stakeholder communication skills and liaison with teams.
• Knowledge of capacity planning and change management principles.

Responsibilities

• Ensure timely resolution and quality of escalated incidents by analyzing ticket data and applying corrective actions per SLAs.
• Mentor team members and prepare SOPs; maintain comprehensive documentation to facilitate knowledge sharing and operational efficiency.
• Validate change order plans and ensure human error compliance; participate in capacity planning to align resources with demands.
• Engage in customer meetings to gather feedback and understand challenges; focus on enhancing customer satisfaction through proactive communication and support.
• Conduct root cause and trend analyses; validate findings to provide actionable insights for stakeholders.

Skills

PM Methodologies

Root Cause Analysis

Stakeholder Communication

SLA Management

Capacity Planning

Job description

The Subject Matter Expert (Support & Ops) plays a vital role in ensuring the timely resolution of escalations and incidents while adhering to quality norms and service level agreements (SLAs). This role is essential for enhancing customer satisfaction through effective analysis and communication, contributing to the continuous improvement of support operations.

Key Responsibilities

• 1. Ensure Timely Resolution And Quality Compliance Of Escalated Incidents By Analyzing Ticket Data And Implementing Corrective Actions According To Agreed Slas.
• 2. Mentor Team Members And Administrators While Preparing Standard Operating Procedures (Sops) And Maintaining Comprehensive Documentation To Facilitate Knowledge Sharing And Operational Efficiency.
• 3. Validate Change Order Implementation Plans And Ensure Human Error Compliance, Actively Participating In Capacity Planning To Align Resources With Operational Demands.
• 4. Engage In Customer Meetings To Gather Feedback And Understand Challenges, Ensuring A Focus On Enhancing Customer Satisfaction Through Proactive Communication And Support.
• 5. Conduct Root Cause Analyses And Trend Analyses, Validating Findings And Reports To Provide Actionable Insights For Key Business Stakeholders To Improve Operational Performance.

Skill Requirements

• 1. Proficient In Project Management Methodologies And Tools, Particularly In Dmo And Project Execution.
• 2. Strong Analytical Skills With The Ability To Perform Trend Analysis And Root Cause Investigations.
• 3. Excellent Communication And Interpersonal Skills To Effectively Liaise With Stakeholders And Present Findings.
• 4. Familiarity With Sla Management And Incident Resolution Processes.
• 5. Knowledge Of Capacity Planning And Change Management Principles.

Other Requirements

1. Optional But Valuable Certifications: Project Management Professional (Pmp), Itil Foundation Certification

At HCLTech, you'll supercharge your potential. You'll find your career. And you'll find your spark. All at a place that knows that helping its customers stay on top starts by putting its people first.

HCLTech is a global technology company, home to more than 223,000 people across 60 countries, delivering industry-leading capabilities centered around digital, engineering, cloud and AI, powered by a broad portfolio of technology services and products. We work with clients across all major verticals, providing industry solutions for Financial Services, Manufacturing, Life Sciences and Healthcare, Technology and Services, Telecom and Media, Retail and CPG, and Public Services. Consolidated revenues as of 12 months ending June 2026totaled $14.8billion.