Job Description

Designation
ASSOCIATE CONSULTANT
No. of Positions
1
Skill (Primary)
DWP-WPE-CLIENT LIFE CYCLE MANAGEMENT
(Posting).
About HCLTech
HCLTech is a global technology company, spread 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. We re powered by our people a global, diverse, multi-generational talent - representing 161 nationalities whose unique spark, perspective and boundless passion drive our culture of proactive value creation and problem-solving.
Our purpose is to bring together the best of technology and our people to supercharge progress for everyone, everywhere our clients, partners, their stakeholders, communities, and the planet. As a company, we are deeply focused on accelerating our ESG agenda. We are also creating technology-enabled sustainable solutions with and for our clients and partners. We embed ESG imperatives into every aspect of our business and ensure that the progress we supercharge is responsible, inclusive and beneficial to all our stakeholders in the long term. We have committed to achieving net zero by 2040.
To learn more about how we can supercharge progress for you, visit
SME-BIGFIX
Job Summary
The Subject Matter Expert (Support & Operations) plays a critical role in the timely resolution of escalations and incidents, ensuring adherence to service level agreements (SLAs) and quality standards. This position is essential for maintaining positive customer satisfaction through effective communication, analysis, and mentoring within the BIGFIX environment.
(1.) Key Responsibilities
1. Ensure On-Time Resolution And Quality Compliance Of Escalated Tickets And Incidents Through Thorough Analysis And Adherence To Slas While Utilizing Bigfix For Effective Incident Management.
2. Mentor And Guide Team Members And Administrators By Preparing Standard Operating Procedures (Sops) And Maintaining Comprehensive Documentation, Fostering A Culture Of Knowledge Sharing Within The Bigfix Team.
3. Validate Change Order Implementation Plans And Ensure Human Error Compliance While Actively Participating In Capacity Planning Activities, Contributing To Operational Efficiency.
4. Facilitate Positive Customer Feedback And Satisfaction By Participating In Customer Meetings To Address Issues, Leveraging Bigfix Capabilities To Enhance Service Delivery.
5. Validate And Present Analyses Such As Root Cause Analysis And Trend Analysis To Key Business Stakeholders, Utilizing Insights To Enhance Performance And Inform Decision-Making Processes.
Skill Requirements
1. Proficient In Bigfix With A Strong Understanding Of Its Functionalities And Applications In Support And Operations.
2. Excellent Analytical Skills With The Ability To Conduct Root Cause And Trend Analyses.
3. Strong Communication Skills To Effectively Liaise With Business Stakeholders And Facilitate Knowledge Sharing.
4. Experience In Preparing Documentation And Standard Operating Procedures.
Certification
1. Itil Foundation Certification Is Optional But Valuable For This Role.
Skill Level 3 (Secondary Skill 1)
Cloud Services-Platform Engineering-Service Automation Platform