Subject Matter Expert (Support&Ops)

HCL Technologies Limited; Bengaluru; On-site; INR 900,000 - 1,300,000; Full time

Job summary

HCLTech is seeking a results-oriented professional to drive on-time resolution of escalations according to SLA and quality norms. The role includes mentoring team members, preparing SOPs, and maintaining documentation while acting as a liaison to business stakeholders as needed.

Additionally, the incumbent validates change order plans, participates in capacity planning, and ensures positive customer feedback via active involvement in customer meetings and analyses reporting for decision-makers.

Qualifications

• On-time resolution of escalations per SLA.
• Mentor administrators and prepare SOPs; share knowledge.
• Validate Change Order Implementation Plan and Human Error Compliance.

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
• 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

Skills

SLA compliance

Mentoring

Documentation

Stakeholder communication

Job description

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

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
• 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.