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-Dynatrace,PowerShell,Python

Job Summary
The Subject Matter Expert (Support & Ops) plays a critical role in ensuring the timely resolution of escalations and incidents while adhering to quality norms and service level agreements (SLAs). This position is pivotal in enhancing customer satisfaction through effective analysis, communication, and process improvement.

• Key Responsibilities
  1. Ensure Timely Resolution And Quality Compliance Of Escalated Incidents By Utilizing Dynatrace For Performance Monitoring And Powershell For Automation, Aligning With Agreed Slas.
  2. Conduct Value-Added Activities, Including Mentoring Team Members And Preparing Standard Operating Procedures Using Python For Process Automation, While Maintaining Effective Documentation And Promoting Knowledge Sharing.
  3. Validate Change Order Implementation Plans And Ensure Human Error Compliance By Leveraging Dynatrace Insights And Powershell Scripts, While Actively Participating In Capacity Planning Initiatives.
  4. Facilitate Positive Customer Feedback And Satisfaction By Participating In Customer Meetings, Employing Effective Communication Skills To Understand And Address Any Issues Faced.
  5. Validate Analyses Such As Root Cause Analysis And Trend Analysis Using Python And Present Performance Reports To Key Business Stakeholders, Ensuring Data-Driven Decision-Making.
  
  Skill Requirements
  1. In-Depth Knowledge Of Dynatrace For Performance Monitoring And Incident Management.
  2. Proficiency In Powershell Scripting For Process Automation And Incident Resolution.
  3. Strong Analytical Skills With The Ability To Conduct Root Cause Analysis And Trend Analysis Using Python.
  4. Excellent Communication Skills For Effective Stakeholder Engagement And Presentation.
  
  Certification
  1. Optional But Valuable: Itil Foundation Certification.
  2. Optional But Valuable: Dynatrace Certification.