Job Description

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SME - Mainframe Automation Tools
India

SME - Mainframe Automation Tools
Job Summary
The Subject Matter Expert in Support & Operations plays a critical role in ensuring the timely and quality resolution of escalations and incidents. This position is pivotal in driving customer satisfaction through effective analysis and adherence to service level agreements. The expert will leverage their deep knowledge in Mainframe and Message Automation to mentor team members and enhance operational efficiencies.
Key Responsibilities
1. Ensure On-Time Resolution And Quality Compliance Of Escalated Tickets And Incidents Through Detailed Analysis Using Mainframe Automation Tools, Adhering Strictly To The Agreed Service Level Agreements.
2. Mentor Administrators And Team Members By Sharing Expertise In Message Automation, Preparing Standard Operating Procedures, And Maintaining Comprehensive Documentation To Promote Knowledge Sharing And Operational Excellence.
3. Validate Change Order Implementation Plans And Ensure Human Error Compliance By Utilizing Mainframe Automation Techniques, Actively Participating In Capacity Planning Discussions.
4. Drive Positive Customer Feedback And Satisfaction By Engaging In Customer Meetings, Utilizing Message Automation Insights To Understand And Address Issues Faced By Clients.
5. Validate And Analyze Root Cause Analysis And Trend Analysis Reports To Facilitate Performance Improvements, Presenting Findings Effectively To Key Business Stakeholders Using Mainframe Automation Solutions.
Skill Requirements
1. Proficient Understanding Of Mainframe Automation And Message Automation Processes.
2. Strong Analytical Skills For Incident Resolution And Performance Reporting.
3. Excellent Communication And Presentation Skills To Liaise With Business Stakeholders Effectively.
4. Familiarity With Creating And Maintaining Standard Operating Procedures And Documentation.
Other Requirements
1. Optional But Valuable: Itil Foundation Certification.
2. Optional But Valuable: Mainframe-Related Certifications (E.G., Ibm Certified System Administrator)
Information at a Glance
Why HCLTech?
At 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 2025 totaled $14.5 billion.
23 Benefits 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: https://rmkcdn.successfactors.com/147eb21f/a701dca9-f32d-4fc9-9447-6.svg Industry-benchmarked compensation https://rmkcdn.successfactors.com/147eb21f/b0c54381-ddcc-4a33-9b35-9.svg Best-in-class healthcare benefits https://rmkcdn.successfactors.com/147eb21f/b73027be-7aae-4d36-a090-4.svg Personal time off https://rmkcdn.successfactors.com/147eb21f/d5b4fdfd-2e99-4e26-9878-9.svg Maternity and paternity benefits https://rmkcdn.successfactors.com/147eb21f/3d42b0fc-4652-435a-9ece-c.svg Access to skills / higher education programs/resources https://rmkcdn.successfactors.com/147eb21f/aeddeaf2-9e25-4584-ad11-d.svg Discounts on products and services via Benefit Box https://rmkcdn.successfactors.com/147eb21f/a9609a3b-2700-4b3c-9d90-a.svg Participate in CSR programs and live life with a purpose https://rmkcdn.successfactors.com/147eb21f/c6e33851-710f-4634-bd69-f.svg Opportunities to grow and advance your career Note: 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.
Copyright 2025 HCL Technologies Limited
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Skills Required