Subject Matter Expert (Support&Ops) (65693)
HCLTech
Description
Requisition ID 65693 - Posted
Job Summary
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
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To ensure on-time resolution & quality compliance of escalated tickets/incident as per the agreed SLA
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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.
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To validate Change Order Implementation Plan & Human Error Compliance and participate in Capacity planning
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To ensure positive customer feedback & satisfaction through active participation in customer meetings to understand any issues faced
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To validate analyses (eg. Root Cause Analysis ,Trend Analysis) and reports to facilitate performance in tasks to be presented to key business stakeholders
Skill Requirements
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Other Requirements
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About HCLTech
HCLTech emerges as the top-ranked company globally in the Professional Services sector in Forbes' list of the “World's Best Employers.