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-GlobalAccountMgmt,WindowsPC

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
  1. 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.
  2. 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.
  3. Validate Change Order Implementation Plans And Ensure Human Error Compliance By Integrating Windows Pc Management Best Practices In Capacity Planning Efforts.
  4. Foster Positive Customer Feedback And Satisfaction By Actively Participating In Customer Meetings, Utilizing Global Account Management Techniques To Address And Resolve Issues.
  5. 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
  1. Proficiency In Global Account Management And Windows Pc Operations.
  2. Strong Analytical Skills To Facilitate Incident Resolution And Performance Reporting.
  3. Excellent Communication And Presentation Skills For Stakeholder Engagement.
  4. Ability To Mentor And Guide Team Members In Operational Best Practices.
  
  Certification
  1. Optional But Valuable Certifications: Itil Foundation Certification, Microsoft Certified: Windows Client.