Elevate customer satisfaction at HCLTech as a Subject Matter Expert in Support & Operations. Ensure timely resolutions and quality compliance for escalated incidents while driving continuous improvement.

This essential role involves mentoring team members, analyzing ticket data, and maintaining standard operating procedures. As a Subject Matter Expert, you will validate change order plans, participate in capacity planning, and engage with customers to understand their challenges. Your solid analytical and communication skills will be critical in enhancing operational performance and service levels.

Key Responsibilities:
• Ensure timely resolution of escalated incidents through analysis
• Mentor team members and document standard operating procedures




• Validate change order implementation plans and compliance
• Engage in customer meetings to gather feedback and support
• Conduct root cause and trend analyses for actionable insights

Requirements:
• Proficient in project management methodologies and tools
• Strong analytical skills for root cause investigations
• Excellent communication and interpersonal skills
• Familiarity with SLA management and incident resolution
• Knowledge of capacity planning and change management

Utilize your skills in project management and analysis to enhance HCLTech's support operations.
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📌 Support & Operations Subject Matter Expert (Ontario)
🏢 HCL Technologies
📍 Ontario