Job description:

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-SYMANTEC,Endpoint Protection,EDR

Job Summary
The Subject Matter Expert (Support & Ops) plays a critical role in ensuring the timely resolution of escalated incidents while adhering to quality standards and service level agreements (SLAs). This position is pivotal for enhancing customer satisfaction through effective communication and operational excellence, making it essential in aligning technical capabilities with business needs.

• Key Responsibilities
  1. Ensure The Timely Resolution And Quality Compliance Of Escalated Incidents By Utilizing Symantec Endpoint Protection And Edr Tools, Aligning With Agreed Slas To Maintain High Service Standards.
  2. Mentor Team Members And Administrators By Sharing Expertise In Symantec Solutions, Preparing Standard Operating Procedures (Sops), And Maintaining Comprehensive Documentation To Enhance Team Performance And Knowledge Sharing.
  3. Validate Change Order Implementation Plans And Assess Human Error Compliance, While Actively Participating In Capacity Planning To Ensure Optimal Resource Allocation And Operational Efficiency.
  4. Foster Positive Customer Relationships By Actively Participating In Meetings, Addressing Issues With Symantec Solutions, And Ensuring Customer Feedback Is Incorporated Into Service Delivery Enhancements.
  5. Conduct Thorough Analyses, Including Root Cause And Trend Analysis, Using Symantec Tools To Prepare Insightful Reports That Inform Key Business Stakeholders About Performance Metrics And Improvement Areas.
  
  Skill Requirements
  1. Proficient Understanding Of Symantec Endpoint Protection And Edr Technologies.
  2. Solid Analytical Skills To Perform Root Cause And Trend Analysis.
  3. Strong Communication Skills For Effective Liaison With Business Stakeholders.
  4. Familiarity With Service Level Agreements (Slas) And Quality Compliance Standards.
  
  Certification
  1. Optional But Valuable: Symantec Certified Specialist (Scs) Certification.
  2. Optional But Valuable: Itil Foundation Certification.