Subject Matter Expert (Support&Ops)
ChennaiFull-timeJunior levelPosted 1 week ago
Operations role at HCLTech in Chennai.
About the role
To ensure on-time resolution of escalations/incidents through efficient analysis as per the SLA and quality norms and ensure positive customer satisfaction.
What you'll do
- Ensure on-time resolution & quality compliance of escalated tickets/incident as per the agreed SLA
- Perform value addition activities (such as mentoring administrators/team members, preparing SOPs
- Validate Change Order Implementation Plan & Human Error Compliance and participate in Capacity planning
- Ensure positive customer feedback & satisfaction through active participation in customer meetings to understand any issues faced
- Validate analyses (eg. Root Cause Analysis ,Trend Analysis) and reports to facilitate performance in tasks to be presented to key business stakeholders
What you need
- SOP writing
- Documentation
- Root cause analysis