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 agreementsAnalyze ticket data and implement corrective actionsMentor team members and administratorsPrepare standard operating procedures and operational documentationConduct root cause and trend analysesRequirements:
Project management methodologies and tools proficiencyStrong analytical skills for investigations and trend analysisExcellent communication and interpersonal skillsFamiliarity with SLA management and incident resolutionKnowledge of capacity planning and change managementApply support operations expertise across incident resolution, customer communication, documentation, and analytical improvement initiatives.
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📌 Support Operations Subject Matter Expert (Bradford)
🏢 HCL Technologies
📍 Bradford