職務内容：

About HCLTech
HCLTech is a global technology company, spread across 60 countries, delivering industry-leading capabilities centered around digital, engineering, cloud and AI, powered by a broad portfolio of technology services and products. We work with clients across all major verticals, providing industry solutions for Financial Services, Manufacturing, Life Sciences and Healthcare, Technology and Services, Telecom and Media, Retail and CPG, and Public Services. We re powered by our people a global, diverse, multi-generational talent - representing 161 nationalities whose unique spark, perspective and boundless passion drive our culture of proactive value creation and problem-solving.
Our purpose is to bring together the best of technology and our people to supercharge progress for everyone, everywhere our clients, partners, their stakeholders, communities, and the planet. As a company, we are deeply focused on accelerating our ESG agenda. We are also creating technology-enabled sustainable solutions with and for our clients and partners. We embed ESG imperatives into every aspect of our business and ensure that the progress we supercharge is responsible, inclusive and beneficial to all our stakeholders in the long term. We have committed to achieving net zero by 2040.

To learn more about how we can supercharge progress for you, visit www.hcltech.com

SME-INSTALL SHIELD

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