SME - Telepresence, Microsoft Intune

Experience: Not Available to Not Available years

Location: Bengaluru, India

Skills: Video/Telepresence Technologies, MECM, Incident Management, Analytical Skills, Documentation Practices, SOP Development, ITIL Foundation Certification, Microsoft Certified: Modern Desktop Administrator Associate

Job Summary
The Subject Matter Expert in Support & Operations plays a critical role in ensuring timely and compliant resolution of escalated incidents. This position is vital for maintaining customer satisfaction and quality standards. The expert will leverage in-depth knowledge of Video/Telepresence and MECM to drive operational excellence and facilitate effective communication with stakeholders.

Key Responsibilities
1. Ensure Timely Resolution And Quality Compliance Of Escalated Tickets In Video/Telepresence And Mecm As Per Agreed Slas, Applying Analytical Skills To Improve Incident Handling Processes.
2. Mentor Team Members And Administrators While Preparing And Maintaining Standard Operating Procedures (Sops) And Documentation To Enhance Operational Efficiency And Knowledge Sharing.
3.



Validate Change Order Implementation Plans In Mecm And Ensure Compliance With Human Error Guidelines, Actively Participating In Capacity Planning Efforts To Optimize Resource Allocation.
4. Foster Positive Customer Feedback And Satisfaction By Engaging In Customer Meetings To Identify And Address Issues, Ensuring Alignment With Their Needs And Expectations.
5. Conduct Thorough Validations Of Analyses Such As Root Cause And Trend Analysis, Generating Comprehensive Reports To Present Performance Insights To Key Business Stakeholders.

Skill Requirements
1. Expert Knowledge Of Video/Telepresence Technologies And Mecm.
2. Proficient In Incident Management And Escalation Processes.
3. Strong Analytical Skills For Conducting Performance Analyses.
4. Excellent Communication Skills For Effective Stakeholder Engagement.
5. Familiarity With Documentation Practices And Sop Development.

Other Requirements
1. Optional But Valuable: Itil Foundation Certification.
2. Optional But Valuable: Microsoft Certified: Up-to-date Desktop Administrator Associate.

📌 SME Telepresence,Microsoft Intune (Bengaluru)
🏢 HCL Technologies
📍 Bengaluru