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Subject Matter Expert (Support&Ops)

HCLTech·Madurai

Pay not statedJunior levelFull-time
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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
  • Any graduate

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