Subject Matter Expert (Support&Ops)

HCL Technologies Limited; Gautam Buddha Nagar; On-site; INR 400,000 - 600,000; Full time

Benefits offered by this job

Personal time off

Maternity and paternity benefits

Access to skills/higher education programs

Discounts on products and services

Participation in CSR programs

Career growth opportunities

Job summary

HCL Technologies Limited in Gautam Buddha Nagar is looking for a professional to ensure on-time resolution of escalations and maintain customer satisfaction through high-quality analysis and communication. You will play an essential role in supporting the team and engaging with key stakeholders.

The role emphasizes responsible ticket management, effective documentation, and active participation in customer meetings. Comprehensive benefits include personal time off and access to educational resources.

Qualifications

• Experience in managing escalated tickets as per SLA and quality norms.
• Ability to mentor team members and prepare effective documentation.
• Proficient in conducting root cause and trend analyses.

Responsibilities

• Ensure on-time resolution of escalated tickets as per SLA.
• Facilitate effective communication with business stakeholders.
• Participate in customer meetings and provide feedback.

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.

Benefits

• Personal time off
• Maternity and paternity benefits
• Access to skills / higher education programs/resources
• Discounts on products and services via Benefit Box
• Participate in CSR programs and live life with a purpose
• Opportunities to grow and advance your career

Note: The benefits listed above vary depending on the nature of your employment and the country where you work. Some benefits may be available in some countries but not in all.