Sr Subject Matter Expert; Support&Ops

Job in Boston, Suffolk County, Massachusetts, 02298, USA

Listing for: HCLTech

Full Time position
Listed on 2026-02-21

Job specializations:

IT/Tech
IT Specialist, Data Analyst, IT Business Analyst
Business
IT Specialist, Data Analyst

Salary/Wage Range or Industry Benchmark: 80000 - 100000 USD Yearly USD 80000.00 100000.00 YEAR

Position: Sr Subject Matter Expert (Support&Ops)

Job Summary

To ensure on-time resolution of escalations/incidents through efficient analysis as per the SLA, quality norms and ensure positive customer satisfaction and contribute to EN business creation.

Key Responsibilities

To ensure on-time resolution & quality compliance of escalated tickets/incident 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 Change Order Implementation Plan & Human Error Compliance and participate in Capacity planning, identification of EN business opportunities.

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

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