Senior Tools & Automation Expert - Incident Escalations

HCL Technologies Limited; Hinoba-an; On-site; PHP 1,650,000 - 2,310,000; Full time

Job summary

HCL Technologies Limited in Noida, Uttar Pradesh seeks a Senior Subject Matter Expert (Tools & Automation) to ensure on-time resolution of escalations, maintain quality per SLA, and contribute to EN business opportunities.

The role emphasizes mentoring, SOP creation, documentation, and knowledge sharing with key business stakeholders. Strong analytical skills and proactive collaboration are expected.

Responsibilities

• Ensure on-time resolution and quality of escalated tickets per SLA.
• Mentor administrators, create SOPs, maintain docs; share knowledge with stakeholders.
• Validate Change Order Plans and prevent human errors; assist capacity planning.
• Drive positive customer feedback through active participation in meetings.
• Review root cause and trend analyses and present findings to stakeholders.

Job description

HCL Technologies Limited in Noida, Uttar Pradesh seeks a Senior Subject Matter Expert (Tools & Automation) to ensure on-time resolution of escalations, maintain quality per SLA, and contribute to EN business opportunities.

The role emphasizes mentoring, SOP creation, documentation, and knowledge sharing with key business stakeholders. Strong analytical skills and proactive collaboration are expected.