Incident & Program Management Specialist

HCL Technologies Limited; Greater London; On-site; GBP 40,000 - 70,000; Full time

Job summary

HCLTech in the United Kingdom seeks a Subject Matter Expert (Support & Ops) to drive timely resolution of escalations and incidents, ensuring quality and SLA adherence while improving support operations.

You will mentor team members, prepare SOPs, validate change plans, engage with customers, and provide actionable insights via RCAs and trend analyses to boost customer satisfaction and operational performance.

Qualifications

• Experience with project management methodologies and toolsets.
• Strong analytical skills for trend analysis and root cause investigations.
• Excellent communication and stakeholder liaison abilities.
• Familiarity with SLA management and incident resolution processes.
• Knowledge of capacity planning and change management principles.

Responsibilities

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

Skills

Project management

Analytical skills

Communication skills

SLA management

Capacity planning

Job description

HCLTech in the United Kingdom seeks a Subject Matter Expert (Support & Ops) to drive timely resolution of escalations and incidents, ensuring quality and SLA adherence while improving support operations.

You will mentor team members, prepare SOPs, validate change plans, engage with customers, and provide actionable insights via RCAs and trend analyses to boost customer satisfaction and operational performance.