Responsibilities
- Leveraging technology to issue all communications and providing key stakeholder management
- Leading, driving, facilitating and chairing all investigation activities, meetings, and conference calls
- Forming collaborative action plans with specific actions, roles and deadlines, and ensuring these are completed
- Matrix management of people, processes and resources including third parties including resolving conflict to move forward to resolution
- Being accountable for resolving the outage via workaround or permanent fix
- Ensuring all administration and reports are maintained and up-to-date, including contacts information, technical diagrams, post major incident reviews
- Supporting and nurturing process improvements and knowledge base improvements
- Continually maintaining and developing tools and resources to manage major incidents effectively
- Providing periodic major incident metrics reports
- To adhere to quality standards, regulatory requirements and company policies
- To ensure positive customer experience and CSAT through First Call Resolution and minimum rejected resolutions or Reopen Cases
- To participate or contribute on EN business in creation of proposals to drive Service improvement plans
- To independently resolve tickets and ensure that the agreed SLA of ticket volume and time are met for the team
- To provide support for on call escalations or L3 level support and doing incident and problem management
- Work on value adding activities such as Knowledge base update and management, Training freshers, coaching analysts and conducting interviews or participation in hiring drives
Company information
HCLTech is a global technology company, home to 219,000+ people across 54 countries, delivering industry-leading capabilities centered around digital, engineering and cloud, 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 September 2022 totaled $12.1 billion. To learn how we can supercharge progress for you, visit hcltech.com.
Founded: 1991
Company Specialties:
Manufacturing, Aerospace & Defense, Financial Services, Telecom, Retail & CPG, Life Sciences & Healthcare, Media & Entertainment, Travel, Transportation & Logistics, Automotive, Government, Energy & Utilities, Consumer Electronics, and Healthcare