SrSubject Matter Exprt(Tools&Automation)

HCL Technologies Limited; India; On-site; INR 1,500,000 - 2,300,000; Full time

Job summary

HCL Technologies Limited in India seeks a Sr Subject Matter Expert (Tools & Automation) to ensure on-time resolution of escalations and incidents, aligned with the SLA and quality norms, contributing to EN business creation and customer satisfaction.

You will mentor administrators, prepare SOPs, maintain documentation, and share knowledge while coordinating with business stakeholders as required.

Qualifications

• Escalations/incidents resolved on time per SLA and quality norms.
• Mentoring administrators, preparing SOPs, documenting processes, and knowledge sharing.
• Liaise with business segments and facilitate effective communication to key stakeholders.

Responsibilities

• To ensure on-time resolution & quality compliance of escalated tickets/incident as per the SLA.
• To perform value addition activities such as mentoring administrators, preparing SOPs, maintaining effective documentation, and knowledge sharing.
• In addition, act as a liaison to the business segment, facilitating communication and presentation to key business stakeholders as required.
• To validate Change Order Implementation Plan & Human Error Compliance and participate in Capacity planning, identification of EN business opportunities.
• To ensure positive customer feedback & satisfaction through active participation in customer meetings to understand issues faced.
• To validate analyses (Root Cause Analysis, Trend Analysis) and reports for presentation to key business stakeholders.

Job description

SrSubject Matter Exprt(Tools&Automation) SrSubject Matter Exprt(Tools&Automation) India Job Description SrSubject Matter Exprt(Tools&Automation)

Job Summary

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

• To ensure on-time resolution & quality compliance of escalated tickets/incident as per the agreed SLA
• 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.
• To validate Change Order Implementation Plan & Human Error Compliance and participate in Capacity planning, identification of EN business opportunities.
• To ensure positive customer feedback & satisfaction through active participation in customer meetings to understand any issues faced
• To validate analyses (eg. Root Cause Analysis ,Trend Analysis) and reports to facilitate performance in tasks to be presented to key business stakeholders

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.