Tools & Automation Subject Matter Expert

HCL Tech is hiring for the role of Tools & Automation Subject Matter Expert! Responsibilities of the Candidate: • To ensure on-time resolution & quality compliance of escalated tickets/incidents as per the agreed SLA • To perform value addition activities (such as mentoring administrators/team members, preparing SOPs, maintaining effective documentation simultaneously and Knowledge sharing). In addition, act as a liaison to the business segment, facilitating effective communication and presentation to key business stakeholders as & when required. • To validate the Change Order Implementation Plan & Human Error Compliance, and participate in Capacity planning • To ensure positive customer feedback & satisfaction through active participation in customer meetings to understand any issues faced • To validate analyses (eg, Root Cause Analysis, Trend Analysis) and reports to facilitate performance in tasks to be presented to key business stakeholders