Subject Matter Expert (Support&Ops)

HCL Technologies Limited; Nagar; On-site; INR 700,000 - 900,000; Full time

Job summary

HCLTech is seeking a capable escalation analyst to ensure on-time resolution of escalations and adherence to quality norms per the SLA. The role includes mentoring team members, preparing SOPs, and maintaining robust documentation while liaising with business stakeholders as needed.

You will validate change orders, plan capacity, and drive customer satisfaction through proactive engagement and issue resolution analysis for stakeholders.

Qualifications

• Experience in incident management and escalation handling.
• Strong analytical and documentation skills.

Responsibilities

• Ensure on-time resolution and quality compliance of escalated tickets/incidents per SLA.
• Mentor administrators and team members, prepare SOPs, maintain documentation, and share knowledge.
• Validate Change Order Implementation Plan & Human Error Compliance and participate in capacity planning.
• Ensure positive customer feedback through active participation in customer meetings and issue understanding.
• Validate analyses (Root Cause Analysis, Trend Analysis) and reports for stakeholders.

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.