SME - Symantec Email Security, Endpoint Security

HCL Technologies Limited; Gautam Buddha Nagar; On-site; INR 1,500,000 - 2,100,000; Full time

Job summary

HCL Technologies Limited is seeking a Subject Matter Expert for Symantec Email Security and Endpoint Security in Uttar Pradesh, India. The role emphasizes timely resolution of escalated incidents, adherence to SLAs, and clear communication with stakeholders.

The SME will guide the team, document SOPs, and ensure operational excellence. Responsibilities include guiding incident response, performing root-cause analyses, and preparing insightful reports for leadership.

Qualifications

• Extensive experience resolving escalated incidents with Symantec solutions.
• Strong ability to perform root-cause and trend analysis to prevent recurrence.
• Excellent communication with business stakeholders and cross-functional teams.
• Familiarity with service level agreements (SLAs) and quality compliance standards.

Responsibilities

• Ensure timely resolution and quality of escalated incidents using Symantec tools, adhering to SLAs.
• Mentor team members by sharing expertise and maintaining SOPs and documentation.
• Validate change plans and participate in capacity planning for efficient resource use.
• Engage with customers to address issues and incorporate feedback into service delivery.
• Conduct root cause and trend analyses using Symantec tools and prepare performance reports.

Skills

Symantec EPP/EDR

Root cause analysis

Communication skills

SLAs & quality

Job description

SME - Symantec Email Security, Endpoint Security SME - Symantec Email Security, Endpoint Security India Job Description SME - Symantec Email Security, Endpoint Security Gautam Buddha Nagar, Uttar Pradesh

Job Summary

The Subject Matter Expert (Support & Ops) plays a critical role in ensuring the timely resolution of escalated incidents while adhering to quality standards and service level agreements (SLAs). This position is pivotal for enhancing customer satisfaction through effective communication and operational excellence, making it essential in aligning technical capabilities with business needs.

Key Responsibilities

• Ensure The Timely Resolution And Quality Compliance Of Escalated Incidents By Utilizing Symantec Endpoint Protection And Edr Tools, Aligning With Agreed Slas To Maintain High Service Standards.
• Mentor Team Members And Administrators By Sharing Expertise In Symantec Solutions, Preparing Standard Operating Procedures (Sops), And Maintaining Comprehensive Documentation To Enhance Team Performance And Knowledge Sharing.
• Validate Change Order Implementation Plans And Assess Human Error Compliance, While Actively Participating In Capacity Planning To Ensure Optimal Resource Allocation And Operational Efficiency.
• Foster Positive Customer Relationships By Actively Participating In Meetings, Addressing Issues With Symantec Solutions, And Ensuring Customer Feedback Is Incorporated Into Service Delivery Enhancements.
• Conduct Thorough Analyses, Including Root Cause And Trend Analysis, Using Symantec Tools To Prepare Insightful Reports That Inform Key Business Stakeholders About Performance Metrics And Improvement Areas.

Skill Requirements

• Proficient Understanding Of Symantec Endpoint Protection And Edr Technologies.
• Solid Analytical Skills To Perform Root Cause And Trend Analysis.
• Strong Communication Skills For Effective Liaison With Business Stakeholders.
• Familiarity With Service Level Agreements (Slas) And Quality Compliance Standards.

Other Requirements

• Optional But Valuable: Symantec Certified Specialist (Scs) Certification.
• Optional But Valuable: Itil Foundation Certification Information at a Glance

Why HCLTech?

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.