SME - Install Shield

Experience: Not Available to Not Available years

Location: Bengaluru, India

Skills: Installshield, Analytical Skills, SOPs, ITIL Foundation Certification

Job Summary
The Subject Matter Expert (Support & Ops) plays a crucial role in ensuring the timely resolution of escalations and incidents while adhering to quality standards and service level agreements (SLAs). This position is vital for enhancing customer satisfaction through effective communication, mentorship, and analytical support, driving operational excellence within the Support & Operations team.

Key Responsibilities
1. Ensure On-Time Resolution And Quality Compliance Of Escalated Tickets And Incidents By Analyzing Issues With Installshield To Meet The Sla Requirements And Improve Customer Satisfaction.
2. Mentor Team Members On Installshield Best Practices And Prepare Standard Operating Procedures (Sops) To Enhance Team Effectiveness And Knowledge Sharing.
3. Validate Change Order Implementation Plans And Human Error Compliance To Support Capacity Planning Efforts,



Ensuring Operational Readiness And Compliance With Established Standards.
4. Facilitate Customer Meetings To Actively Engage With Clients, Understand Their Issues, And Provide Effective Solutions While Promoting Positive Feedback And Satisfaction.
5. Conduct Root Cause And Trend Analyses Using Installshield Data To Generate Insightful Reports, Presenting Findings To Key Business Stakeholders To Drive Performance Improvements.

Skill Requirements
1. Proficient In Installshield For Software Installation And Deployment.
2. Robust Analytical Skills For Performing Root Cause Analysis And Trend Analysis.
3. Excellent Communication Skills For Effective Customer Interaction And Stakeholder Presentations.
4. Experience In Preparing Documentation And Sops To Support Operational Processes.

Other Requirements
1. Itil Foundation Certification Is Optional But Valuable.
2. Certification In Installshield Is Advantageous But Not Mandatory.

📌 SME Install Shield (Bengaluru)
🏢 HCL Technologies
📍 Bengaluru