Sr Subject Matter Expert (Support&Ops;)
- Bangalore,Karnataka

Job Summary:
- To ensure on-time resolution of escalations/incidents through productive analysis as per the SLA, quality norms and ensure positive customer satisfaction and contribute to EN business creation.

Key Responsibilities:
- 1. To ensure on-time resolution & quality compliance of escalated tickets/incident as per the agreed SLA
- 2. 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.
- 3.



To validate Change Order Implementation Plan & Human Error Compliance and participate in Capacity planning, identification of EN business opportunities.
- 4. To ensure positive customer feedback & satisfaction through active participation in customer meetings to understand any issues faced
- 5. 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:
Other Requirements:

📌 Sr Subject Matter Expert (Bengaluru)
🏢 HCLTech
📍 Bengaluru