The subject matter expert (support & ops) plays a vital role in ensuring the timely resolution of escalations and incidents while adhering to quality norms and service level agreements (slas).this role is essential for enhancing customer satisfaction through effective analysis and communication, contributing to the continuous improvement of support operations.key responsibilitiesensure timely resolution and quality compliance of escalated incidents by analyzing ticket data and implementing corrective actions according to agreed slas.mentor team members and administrators while preparing standard operating procedures (sops) and maintaining comprehensive documentation to facilitate knowledge sharing and operational efficiency.validate change order implementation plans and ensure human error compliance, actively participating in capacity planning to align resources with operational demands.engage in customer meetings to gather feedback and understand challenges, ensuring a focus on enhancing customer satisfaction through proactive communication and support.conduct root cause analyses and trend analyses, validating findings and reports to provide actionable insights for key business stakeholders to improve operational performance.skill requirementsproficient in project management methodologies and tools, particularly in dmo and project execution.strong analytical skills with the ability to perform trend analysis and root cause investigations.excellent communication and interpersonal skills to effectively liaise with stakeholders and present findings.familiarity with sla management and incident resolution processes.knowledge of capacity planning and change management principles.other requirementsoptional but valuable certifications: project management professional (pmp), itil foundation certificationat hcltech, you'll supercharge your potential.you'll find your career.and you'll find your spark.all at a place that knows that helping its customers stay on top starts by putting its people first.hcltech is a global technology company, home to more than 226,300 people across 60 countries, delivering industry-leading capabilities centered around digital, engineering, cloud and ai, powered by a broad portfolio of technology services and products.we work with clients across all major verticals, providing industry solutions for financial services, manufacturing, life sciences and healthcare, technology and services, telecom and media, retail and cpg, and public services.consolidated revenues as of 12 months ending december *totaled $14.5billion.at hcltech, we believe in empowering our employees with comprehensive benefits that support their professional growth and enhance their well-being.when you sign up for a career with us, you gain access to:personal time offmaternity and paternity benefitsaccess to skills / higher education programs/resourcesdiscounts on products and services via benefit boxparticipate in csr programs and live life with a purposeopportunities to grow and advance your careernote: the benefits listed above vary depending on the nature of your employment and the country where you work.some benefits may be available in some countries but not in all.#j-*-ljbffr