SME - Access/Rights Management Tool, Microsoft Windows
HCLTech
Lucknow, Uttar Pradesh, IndiaPosted 21 days agoDiscoveredMatch locked
Full-time
Job Summary
The Subject Matter Expert (Support & Ops) plays a pivotal role in ensuring the timely resolution of escalations and incidents within the Support & Operations domain. This position emphasizes efficient analysis in line with Service Level Agreements (SLAs) and quality norms, ultimately driving positive customer satisfaction and effective communication with business stakeholders.
Key Responsibilities
- Ensure On-Time Resolution And Quality Compliance Of Escalated Tickets And Incidents By Analyzing Issues Through Global Account Management Practices, Aligning Actions With Agreed Slas.
- Conduct Value Addition Activities Such As Mentoring Team Members, Preparing Standard Operating Procedures (Sops), And Maintaining Effective Documentation While Facilitating Knowledge Sharing Within The Team.
- Validate Change Order Implementation Plans And Ensure Human Error Compliance By Integrating Windows Pc Management Best Practices In Capacity Planning Efforts.
- Foster Positive Customer Feedback And Satisfaction By Actively Participating In Customer Meetings, Utilizing Global Account Management Techniques To Address And Resolve Issues.
- Validate Analyses Such As Root Cause Analysis And Trend Analysis, Utilizing Insights To Produce Reports That Enhance Performance And Are Presented To Key Business Stakeholders.
Skill Requirements
- Proficiency In Global Account Management And Windows Pc Operations.
- Strong Analytical Skills To Facilitate Incident Resolution And Performance Reporting.
- Excellent Communication And Presentation Skills For Stakeholder Engagement.
- Ability To Mentor And Guide Team Members In Operational Best Practices.
Other Requirements
- Optional But Valuable Certifications: Itil Foundation Certification, Microsoft Certified: Windows Client
Not included in the source posting: about the role, benefits.
Who can apply
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