As a Subject Matter Expert in Support & Operations, you will play a critical role in ensuring the timely resolution of escalated incidents while adhering to SLA and quality standards. Your expertise in Solarwinds NPM and PowerShell will be essential in optimizing operational processes, enhancing customer satisfaction, and facilitating effective communication with stakeholders.
1. Ensure On-Time Resolution And Quality Compliance Of Escalated Tickets And Incidents By Utilizing Solarwinds Npm For Monitoring And Troubleshooting Network Performance, Adhering Strictly To Agreed Slas.
2. Enhance Team Capabilities By Mentoring Administrators And Team Members, Preparing Standard Operating Procedures (Sops), And Maintaining Effective Documentation Using Powershell For Automation And Script Development.
3. Validate Change Order Implementation Plans And Ensure Human Error Compliance While Participating In Capacity Planning Discussions To Optimize Resource Allocation And Performance.
4. Actively Engage In Customer Meetings To Gather Feedback And Address Issues, Ensuring A Positive Customer Experience And Satisfaction Through Proactive Communication And Problem-Solving.
5. Validate Analyses Such As Root Cause Analysis And Trend Analysis Using Python For Data Analysis, And Prepare Reports For Presentation To Key Business Stakeholders To Facilitate Informed Decision-Making.
Source: HCLTech careers — Read the original posting and apply
This role is listed by the employer on its own careers site. Kaam Ki Khoj does not process applications for it.
HCLTech is an employer in the IT/Computers - Software, Software Services sector with operations in India. This is a directory listing maintained by Kaam Ki Khoj so that candidates can find the organisation; it is not an official company page and Kaam... Read More
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