Track Lead (Tools & Automation)

Job Summary

JOB TITLE Sr Subject Matter Expert (Support & Operations) LOCATION Bengaluru, India CLIENT INDUSTRY Information Technology Services INTRODUCTION TO THE ORGANIZATION HCLTech is a global leader in IT services, digital transformation, and technology solutions, serving clients across industries and continents. Renowned for its innovation-driven approach, HCLTech empowers enterprises through cutting-edge solutions in cloud, cybersecurity, engineering, and digital platforms. With a presence in 60 countries and a diverse workforce, HCLTech is committed to fostering a culture of excellence, integrity, and continuous learning, consistently recognized among the world’s most admired technology employers. OVERVIEW OF THE ROLE As a Sr Subject Matter Expert (Support & Operations), you will play a pivotal role in ensuring the seamless resolution of escalated incidents and hardware management challenges. Your expertise will drive operational excellence, reinforce customer satisfaction, and contribute to business growth. This high-impact position is instrumental in maintaining service quality, mentoring teams, and fostering collaboration with key stakeholders to address complex technical issues within agreed service standards. DETAILED RESPONSIBILITIES · Ensure timely resolution and quality compliance of escalated support tickets and incidents in accordance with defined Service Level Agreements (SLAs). · Conduct in-depth analysis of incidents to identify root causes, trends, and areas for improvement, presenting actionable insights to business stakeholders. · Mentor and guide administrators and team members, facilitating knowledge sharing, preparing Standard Operating Procedures (SOPs), and maintaining comprehensive documentation. · Act as a liaison between technical teams and business segments, ensuring clear and effective communication and presentation of technical matters to stakeholders. · Validate change order implementation plans and ensure compliance with human error mitigation practices. · Participate in capacity planning and proactively identify opportunities for business enhancement within the Enterprise Networks (EN) domain. · Engage in customer meetings to capture feedback, address concerns, and ensure a positive client experience. · Prepare and validate technical reports and analyses for performance improvement and stakeholder review. SKILL REQUIREMENTS Must Have: · Proven expertise in hardware management and operational support within large-scale IT environments. · Strong analytical and problem-solving skills, particularly in incident resolution, root cause analysis, and trend identification. · Excellent communication and interpersonal abilities, with experience presenting technical information to both technical and non-technical stakeholders. · Experience in preparing SOPs, effective documentation, and knowledge sharing. · Bachelor’s degree in Computer Science, Information Technology, Electronics, or a related field (or equivalent experience). Good to Have: · ITIL, PMP, or relevant industry certifications. · Experience with capacity planning and business opportunity identification within IT operations. OTHER REQUIREMENTS (OPTIONAL) · Prior experience mentoring and developing junior team members. · Familiarity with Enterprise Networks (EN) business operations. · Strong organizational skills and adeptness at managing multiple priorities in a fast-paced environment. CAREER DEVELOPMENT OPPORTUNITIES HCLTech is deeply invested in employee growth and professional advancement. As a Sr Subject Matter Expert, you will have access to world-class training programs, leadership development initiatives, and opportunities to work on global projects. Exceptional performers may advance to senior leadership, technical architect, or business strategy roles within the organization. HCLTech supports continuous learning, certifications, and cross-functional mobility to help you realize your full potential and drive y

Key Responsibilities

JOB TITLE Sr Subject Matter Expert (Support & Operations) LOCATION Bengaluru, India CLIENT INDUSTRY Information Technology Services INTRODUCTION TO THE ORGANIZATION HCLTech is a global leader in IT services, digital transformation, and technology solutions, serving clients across industries and continents. Renowned for its innovation-driven approach, HCLTech empowers enterprises through cutting-edge solutions in cloud, cybersecurity, engineering, and digital platforms. With a presence in 60 countries and a diverse workforce, HCLTech is committed to fostering a culture of excellence, integrity, and continuous learning, consistently recognized among the world’s most admired technology employers. OVERVIEW OF THE ROLE As a Sr Subject Matter Expert (Support & Operations), you will play a pivotal role in ensuring the seamless resolution of escalated incidents and hardware management challenges. Your expertise will drive operational excellence, reinforce customer satisfaction, and contribute to business growth. This high-impact position is instrumental in maintaining service quality, mentoring teams, and fostering collaboration with key stakeholders to address complex technical issues within agreed service standards. DETAILED RESPONSIBILITIES · Ensure timely resolution and quality compliance of escalated support tickets and incidents in accordance with defined Service Level Agreements (SLAs). · Conduct in-depth analysis of incidents to identify root causes, trends, and areas for improvement, presenting actionable insights to business stakeholders. · Mentor and guide administrators and team members, facilitating knowledge sharing, preparing Standard Operating Procedures (SOPs), and maintaining comprehensive documentation. · Act as a liaison between technical teams and business segments, ensuring clear and effective communication and presentation of technical matters to stakeholders. · Validate change order implementation plans and ensure compliance with human error mitigation practices. · Participate in capacity planning and proactively identify opportunities for business enhancement within the Enterprise Networks (EN) domain. · Engage in customer meetings to capture feedback, address concerns, and ensure a positive client experience. · Prepare and validate technical reports and analyses for performance improvement and stakeholder review. SKILL REQUIREMENTS Must Have: · Proven expertise in hardware management and operational support within large-scale IT environments. · Strong analytical and problem-solving skills, particularly in incident resolution, root cause analysis, and trend identification. · Excellent communication and interpersonal abilities, with experience presenting technical information to both technical and non-technical stakeholders. · Experience in preparing SOPs, effective documentation, and knowledge sharing. · Bachelor’s degree in Computer Science, Information Technology, Electronics, or a related field (or equivalent experience). Good to Have: · ITIL, PMP, or relevant industry certifications. · Experience with capacity planning and business opportunity identification within IT operations. OTHER REQUIREMENTS (OPTIONAL) · Prior experience mentoring and developing junior team members. · Familiarity with Enterprise Networks (EN) business operations. · Strong organizational skills and adeptness at managing multiple priorities in a fast-paced environment. CAREER DEVELOPMENT OPPORTUNITIES HCLTech is deeply invested in employee growth and professional advancement. As a Sr Subject Matter Expert, you will have access to world-class training programs, leadership development initiatives, and opportunities to work on global projects. Exceptional performers may advance to senior leadership, technical architect, or business strategy roles within the organization. HCLTech supports continuous learning, certifications, and cross-functional mobility to help you realize your full potential and drive y

Skill Requirements

JOB TITLE Sr Subject Matter Expert (Support & Operations) LOCATION Bengaluru, India CLIENT INDUSTRY Information Technology Services INTRODUCTION TO THE ORGANIZATION HCLTech is a global leader in IT services, digital transformation, and technology solutions, serving clients across industries and continents. Renowned for its innovation-driven approach, HCLTech empowers enterprises through cutting-edge solutions in cloud, cybersecurity, engineering, and digital platforms. With a presence in 60 countries and a diverse workforce, HCLTech is committed to fostering a culture of excellence, integrity, and continuous learning, consistently recognized among the world’s most admired technology employers. OVERVIEW OF THE ROLE As a Sr Subject Matter Expert (Support & Operations), you will play a pivotal role in ensuring the seamless resolution of escalated incidents and hardware management challenges. Your expertise will drive operational excellence, reinforce customer satisfaction, and contribute to business growth. This high-impact position is instrumental in maintaining service quality, mentoring teams, and fostering collaboration with key stakeholders to address complex technical issues within agreed service standards. DETAILED RESPONSIBILITIES · Ensure timely resolution and quality compliance of escalated support tickets and incidents in accordance with defined Service Level Agreements (SLAs). · Conduct in-depth analysis of incidents to identify root causes, trends, and areas for improvement, presenting actionable insights to business stakeholders. · Mentor and guide administrators and team members, facilitating knowledge sharing, preparing Standard Operating Procedures (SOPs), and maintaining comprehensive documentation. · Act as a liaison between technical teams and business segments, ensuring clear and effective communication and presentation of technical matters to stakeholders. · Validate change order implementation plans and ensure compliance with human error mitigation practices. · Participate in capacity planning and proactively identify opportunities for business enhancement within the Enterprise Networks (EN) domain. · Engage in customer meetings to capture feedback, address concerns, and ensure a positive client experience. · Prepare and validate technical reports and analyses for performance improvement and stakeholder review. SKILL REQUIREMENTS Must Have: · Proven expertise in hardware management and operational support within large-scale IT environments. · Strong analytical and problem-solving skills, particularly in incident resolution, root cause analysis, and trend identification. · Excellent communication and interpersonal abilities, with experience presenting technical information to both technical and non-technical stakeholders. · Experience in preparing SOPs, effective documentation, and knowledge sharing. · Bachelor’s degree in Computer Science, Information Technology, Electronics, or a related field (or equivalent experience). Good to Have: · ITIL, PMP, or relevant industry certifications. · Experience with capacity planning and business opportunity identification within IT operations. OTHER REQUIREMENTS (OPTIONAL) · Prior experience mentoring and developing junior team members. · Familiarity with Enterprise Networks (EN) business operations. · Strong organizational skills and adeptness at managing multiple priorities in a fast-paced environment. CAREER DEVELOPMENT OPPORTUNITIES HCLTech is deeply invested in employee growth and professional advancement. As a Sr Subject Matter Expert, you will have access to world-class training programs, leadership development initiatives, and opportunities to work on global projects. Exceptional performers may advance to senior leadership, technical architect, or business strategy roles within the organization. HCLTech supports continuous learning, certifications, and cross-functional mobility to help you realize your full potential and drive y

Other Requirements

JOB TITLE Sr Subject Matter Expert (Support & Operations) LOCATION Bengaluru, India CLIENT INDUSTRY Information Technology Services INTRODUCTION TO THE ORGANIZATION HCLTech is a global leader in IT services, digital transformation, and technology solutions, serving clients across industries and continents. Renowned for its innovation-driven approach, HCLTech empowers enterprises through cutting-edge solutions in cloud, cybersecurity, engineering, and digital platforms. With a presence in 60 countries and a diverse workforce, HCLTech is committed to fostering a culture of excellence, integrity, and continuous learning, consistently recognized among the world’s most admired technology employers. OVERVIEW OF THE ROLE As a Sr Subject Matter Expert (Support & Operations), you will play a pivotal role in ensuring the seamless resolution of escalated incidents and hardware management challenges. Your expertise will drive operational excellence, reinforce customer satisfaction, and contribute to business growth. This high-impact position is instrumental in maintaining service quality, mentoring teams, and fostering collaboration with key stakeholders to address complex technical issues within agreed service standards. DETAILED RESPONSIBILITIES · Ensure timely resolution and quality compliance of escalated support tickets and incidents in accordance with defined Service Level Agreements (SLAs). · Conduct in-depth analysis of incidents to identify root causes, trends, and areas for improvement, presenting actionable insights to business stakeholders. · Mentor and guide administrators and team members, facilitating knowledge sharing, preparing Standard Operating Procedures (SOPs), and maintaining comprehensive documentation. · Act as a liaison between technical teams and business segments, ensuring clear and effective communication and presentation of technical matters to stakeholders. · Validate change order implementation plans and ensure compliance with human error mitigation practices. · Participate in capacity planning and proactively identify opportunities for business enhancement within the Enterprise Networks (EN) domain. · Engage in customer meetings to capture feedback, address concerns, and ensure a positive client experience. · Prepare and validate technical reports and analyses for performance improvement and stakeholder review. SKILL REQUIREMENTS Must Have: · Proven expertise in hardware management and operational support within large-scale IT environments. · Strong analytical and problem-solving skills, particularly in incident resolution, root cause analysis, and trend identification. · Excellent communication and interpersonal abilities, with experience presenting technical information to both technical and non-technical stakeholders. · Experience in preparing SOPs, effective documentation, and knowledge sharing. · Bachelor’s degree in Computer Science, Information Technology, Electronics, or a related field (or equivalent experience). Good to Have: · ITIL, PMP, or relevant industry certifications. · Experience with capacity planning and business opportunity identification within IT operations. OTHER REQUIREMENTS (OPTIONAL) · Prior experience mentoring and developing junior team members. · Familiarity with Enterprise Networks (EN) business operations. · Strong organizational skills and adeptness at managing multiple priorities in a fast-paced environment. CAREER DEVELOPMENT OPPORTUNITIES HCLTech is deeply invested in employee growth and professional advancement. As a Sr Subject Matter Expert, you will have access to world-class training programs, leadership development initiatives, and opportunities to work on global projects. Exceptional performers may advance to senior leadership, technical architect, or business strategy roles within the organization. HCLTech supports continuous learning, certifications, and cross-functional mobility to help you realize your full potential and drive y