Summary
HCLTech is seeking a Subject Matter Expert for support and operations in Abu Dhabi. The role focuses on resolving escalated tickets and incidents within agreed SLAs and quality standards, while supporting customer satisfaction. Responsibilities include validating change implementation plans and analyses, contributing to capacity planning, preparing documentation and SOPs, mentoring team members, and communicating with business stakeholders. The role also involves participating in customer meetings and reviewing performance reports.
The posting
As published on hcltech.com. Pulled from the employer's site and shown as they wrote it.
Job Summary
To ensure on-time resolution of escalations/incidents through efficient analysis as per the SLA and quality norms and ensure positive customer satisfaction.
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
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
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Other Requirements
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