Analyze escalated incidents and improve support operations through SLA management, root cause analysis, and clear stakeholder communication. This role focuses on timely resolution and quality compliance.
The Subject Matter Expert supports operations by analyzing ticket data, implementing corrective actions, and contributing to customer satisfaction. You will mentor team members and administrators while preparing standard operating procedures and comprehensive documentation. The work also includes customer meetings, trend analysis, and operational planning.
Key Responsibilities: Resolve escalated incidents within agreed service level agreements
Analyze ticket data and implement corrective actions
Mentor team members and administrators




Prepare standard operating procedures and operational documentation
Conduct root cause and trend analyses
Requirements: Project management methodologies and tools proficiency
Robust analytical skills for investigations and trend analysis
Excellent communication and interpersonal skills
Familiarity with SLA management and incident resolution
Knowledge of capacity planning and change management
Apply support operations expertise across incident resolution, customer communication, documentation, and analytical improvement initiatives.

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