Sr Subject Matter Expert (Support&Ops)

HCL Technologies Limited; India; On-site; INR 800,000 - 1,200,000; Full time

Job summary

HCL Technologies Limited is seeking a qualified professional to ensure on-time resolution of escalations and maintain quality compliance with SLAs. The role includes mentoring team members, creating SOPs, maintaining documentation, and sharing knowledge across the business to drive opportunities and EN growth.

You'll engage in capacity planning, validate change orders, and participate in customer meetings to address issues and improve satisfaction.

Qualifications

• Experience in incident/escalation handling and SLA adherence.
• Ability to perform root cause analysis and trend analysis.
• Strong written and verbal communication for stakeholders.

Responsibilities

• Ensure on-time resolution and quality compliance of escalated tickets/incidents per SLA.
• Mentor administrators and team members; prepare SOPs and maintain documentation; share knowledge.
• Validate Change Order Implementation Plan and participate in capacity planning and opportunity identification.
• Engage in customer meetings to understand issues and drive positive feedback.
• Validate analyses (Root Cause, Trend) and reports for key stakeholders.

Skills

Escalation management

Root Cause Analysis

Communication

Mentoring

Documentation

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. To ensure on-time resolution & quality compliance of escalated tickets/incident as per the agreed SLA
• 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. To validate Change Order Implementation Plan & Human Error Compliance and participate in Capacity planning, identification of EN business opportunities.
• 4. To ensure positive customer feedback & satisfaction through active participation in customer meetings to understand any issues faced
• 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.