Analyze escalated incidents and improve support operations through SLA management, root cause analysis, and transparent 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
- Strong 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.

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