Lead escalated incident resolution through efficient analysis, SLA adherence, and quality compliance while supporting positive customer satisfaction.
This Senior Subject Matter Expert role focuses on support and operations for escalated tickets and incidents. You will validate analyses, reports, and implementation plans while contributing to customer communication. The position also supports mentoring, documentation, knowledge sharing, and capacity planning activities.
Key Responsibilities: Resolve escalated tickets and incidents within agreed SLA timelines
Validate root cause and trend analyses for stakeholder presentations
Mentor administrators and team members through value addition activities
Prepare SOPs and maintain effective operational documentation




Participate in customer meetings addressing issues and satisfaction
Requirements: Experience analyzing escalated support tickets and incidents
Understanding of SLA and quality compliance requirements
Ability to validate implementation plans and human error compliance
Capability to prepare reports for business stakeholders
Ability to support capacity planning and business prospect identification
Apply senior support operations expertise across incident analysis, stakeholder communication, documentation, and customer satisfaction activities.

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📌 Senior Support Operations Subject Matter Expert (Ontario)
🏢 HCL Technologies
📍 Ontario