Subject Matter Expert (Tools&Automation)

HCLTech; Lucknow; On-site; INR 500,000 - 800,000; Full time

Job summary

HCL Technologies Limited in Lucknow invites applications for a role focused on timely resolution of escalations and incidents according to SLA and quality norms to ensure positive customer satisfaction.

Key responsibilities include on-time resolution and quality compliance of escalated tickets, mentoring administrators, preparing SOPs, maintaining documentation, validating Change Order Implementation Plans, participating in capacity planning, and presenting analyses to stakeholders to drive

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 (e.g., Root Cause Analysis ,Trend Analysis) and reports to facilitate performance in tasks to be presented to key business stakeholders

Job description

Requisition ID188642-Posted11/09/2026

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