Sr Subject Matter Expert (Support&Ops)

HCL Technologies Limited; California (MO); On-site; USD 90,000 - 150,000; Full time

Benefits offered by this job

Medical

Dental

Vision

Pharmacy

Life Insurance

AD&D

Disability Insurance

Employee Assistance Program

401(k) Retirement Plan

Paid time off

Paid holidays

Job summary

HCLTech seeks a Track Manager - Network LAN/WAN to ensure on-time resolution of escalations per SLA and to contribute to customer satisfaction. The role includes mentoring teams, SOP drafting, and validating change orders, with involvement in capacity planning and stakeholder reporting.

The candidate will analyze root cause and trend data, presenting findings to key business stakeholders and driving improvements across the network operations.

Qualifications

• Track Manager - Network LAN/WAN to ensure on-time resolution of escalated tickets/incidents as per the SLA.
• Mentor administrators and team members, prepare SOPs, maintain effective documentation, and share knowledge.
• Validate Change Order Implementation Plan and Human Error Compliance; assist in capacity planning and business opportunities.
• Ensure positive customer feedback through active participation in customer meetings.
• Validate analyses (Root Cause Analysis, Trend Analysis) and reports for stakeholders.

Responsibilities

• Track Manager - Network LAN/WAN to ensure on-time resolution & quality compliance of escalated tickets/incident as per SLA.
• To perform value addition activities such as mentoring administrators/team members, preparing SOPs, maintaining documentation, knowledge sharing, and act as liaison to business stakeholders.
• Validate Change Order Implementation Plan & Human Error Compliance and participate in Capacity planning, identification of EN business opportunities.
• Ensure positive customer feedback & satisfaction through participation in customer meetings to understand issues.
• Validate analyses (Root Cause Analysis, Trend Analysis) and reports for stakeholders.

Job description

Track Manager - Network LAN/WAN -To ensure on-time resolution of escalations/incidents through efficient analysis as per the SLA, quality norms and ensure positive customer satisfaction and contribute to EN business creation.

Key Responsibilities

1. Track Manager - Network LAN/WAN -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, identification of EN business opportunities.
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.

Compensation and Benefits

A candidate’s pay within the range will depend on their skills, experience, education, and other factors permitted by law. This role may also be eligible for performance-based bonuses subject to company policies.

• medical
• dental
• vision
• pharmacy
• life
• accidental death & dismemberment
• disability insurance
• employee assistance program
• 401(k) retirement plan
• 10 days of paid time off per year (some positions are eligible for need-based leave with no designated number of leave days per year)
• 10 paid holidays per year