Sr Subject Matter Expert (Support&Ops)

HCL Technologies Limited; East Gwillimbury; On-site; CAD 65,000 - 90,000; Full time

Job summary

HCLTech in Ontario is seeking a results-driven escalation analyst who ensures on-time resolution of incidents and strict adherence to SLA, while delivering high-quality service and customer satisfaction.

You will mentor administrators, prepare SOPs, maintain documentation, and act as a liaison to key business stakeholders to uncover EN business opportunities, contributing to growth.

Responsibilities

• Ensure on-time resolution and quality compliance of escalated tickets/incidents as per SLA.
• Provide value-add activities: mentoring administrators, preparing SOPs, maintaining documentation simultaneously and Knowledge sharing; act as liaison to business segment to communicate with key stakeholders as required.
• Validate Change Order Implementation Plan and Human Error Compliance; participate in capacity planning and identification of EN business opportunities.
• Ensure positive customer feedback through active participation in customer meetings to understand issues faced.
• Validate analyses (Root Cause Analysis, Trend Analysis) and reports for presentation to key business stakeholders.

Job description

To ensure on-time resolution of escalations/incidents through efficient analysis as per the SLA, quality norms and ensure positive customer satisfaction and contribute to EN business creation.

Key Responsibilities

1. 1. To ensure on-time resolution & quality compliance of escalated tickets/incident as per the agreed SLA
2. 2. To perform value addition activities (such as mentoring administrators/team members, preparing SOPs, maintaining effective documentation simultaneously and Knowledge sharing.) In addition act as a liaison to the business segment, facilitating effective communication and presentation to key business stakeholders as & when required.
3. 3. To validate Change Order Implementation Plan & Human Error Compliance and participate in Capacity planning, identification of EN business opportunities.
4. 4. To ensure positive customer feedback & satisfaction through active participation in customer meetings to understand any issues faced
5. 5. To validate analyses (eg. Root Cause Analysis ,Trend Analysis) and reports to facilitate performance in tasks to be presented to key business stakeholders

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.