Subject Matter Expert (Support & Operations)

Job Summary

The Subject Matter Expert (SME) is responsible for the rapid, high-quality resolution of complex escalations and technical incidents. By providing expert analysis in accordance with established SLAs and quality standards, the SME ensures operational stability and high levels of customer satisfaction.

Key Responsibilities

Escalation Management: Ensure the timely resolution of escalated tickets and incidents, maintaining strict compliance with agreed-upon SLAs and quality benchmarks.
Knowledge Leadership: Drive value-add initiatives, including mentoring team members, developing Standard Operating Procedures (SOPs), maintaining comprehensive technical documentation, and leading knowledge-sharing sessions.
Business Liaison: Act as a strategic bridge between technical teams and business segments, delivering effective communications and presentations to key stakeholders.
Governance & Planning: Validate Change Order Implementation Plans and Human Error Compliance protocols, while actively contributing to long-term capacity planning.
Customer Success: Foster positive client relationships by participating in customer meetings to understand operational challenges and ensure high satisfaction.
Advanced Reporting: Validate Root Cause Analysis (RCA) and Trend Analysis reports to provide actionable performance insights for senior leadership.

Skill Requirements

Technical Mastery: Deep expertise in the relevant technology domain or service area.
Analytical Reasoning: Advanced ability to perform Root Cause Analysis and identify systemic operational trends.
Communication: Exceptional verbal and written skills, with the ability to translate technical data for non-technical business leaders.
Process Orientation: Strong understanding of ITIL frameworks, specifically Incident, Problem, and Change Management.

Other Requirements

Professional Experience: Proven track record in a high-level support or operations role managing complex technical environments.
Leadership Qualities: Ability to influence and mentor others in a fast-paced, high-pressure setting.
Education: Bachelor’s degree in Information Technology, Computer Science, or a related field. Professional certifications relevant to the domain are highly preferred.

More information

Job Location : Noida, India
City : Noida
Company Name : HCLTech

More Jobs

To apply for this job please visit careers.hcltech.com.