At a Glance
- Tasks: Resolve escalations and incidents while enhancing customer satisfaction through effective communication.
- Company: Join HCLTech, a global leader in technology with a people-first culture.
- Benefits: Enjoy personal time off, parental benefits, and access to professional development resources.
- Other info: Dynamic environment with opportunities for career growth and participation in CSR programs.
- Why this job: Make a real impact by improving support operations and mentoring team members.
- Qualifications: Proficient in project management, strong analytical skills, and excellent communication abilities.
The predicted salary is between 28800 - 43200 £ per year.
The Subject Matter Expert (Support & Ops) plays a vital role in ensuring the timely resolution of escalations and incidents while adhering to quality norms and service level agreements (SLAs). This role is essential for enhancing customer satisfaction through effective analysis and communication, contributing to the continuous improvement of support operations.
Key Responsibilities
- Ensure timely resolution and quality compliance of escalated incidents by analyzing ticket data and implementing corrective actions according to agreed SLAs.
- Mentor team members and administrators while preparing standard operating procedures (SOPs) and maintaining comprehensive documentation to facilitate knowledge sharing and operational efficiency.
- Validate change order implementation plans and ensure human error compliance, actively participating in capacity planning to align resources with operational demands.
- Engage in customer meetings to gather feedback and understand challenges, ensuring a focus on enhancing customer satisfaction through proactive communication and support.
- Conduct root cause analyses and trend analyses, validating findings and reports to provide actionable insights for key business stakeholders to improve operational performance.
Skill Requirements
- Proficient in project management methodologies and tools, particularly in DMO and project execution.
- Strong analytical skills with the ability to perform trend analysis and root cause investigations.
- Excellent communication and interpersonal skills to effectively liaise with stakeholders and present findings.
- Familiarity with SLA management and incident resolution processes.
- Knowledge of capacity planning and change management principles.
Other Requirements
- Optional but valuable certifications: Project Management Professional (PMP), ITIL Foundation Certification.
At HCLTech, you will supercharge your potential. You will find your career and your spark 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.
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:
- Personal time off
- Maternity and paternity benefits
- Access to skills / higher education programs/resources
- Discounts on products and services via Benefit Box
- Participate in CSR programs and live life with a purpose
- 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.
SME - Program & Project Management in London employer: HCL Technologies Limited
At HCLTech, we pride ourselves on being an exceptional employer that prioritises the growth and well-being of our employees. With a strong focus on professional development, comprehensive benefits, and a collaborative work culture, we empower our team members to excel in their roles while contributing to meaningful projects that enhance customer satisfaction. Located in a dynamic environment, our company offers unique opportunities for career advancement and participation in impactful CSR initiatives, making it a rewarding place to build your future.
StudySmarter Expert Advice🤫
We think this is how you could land SME - Program & Project Management in London
✨Tip Number 1: Get Involved in Consulting Case Competitions
Look for case competitions hosted by universities and consulting firms. They’re a fab way to showcase your problem-solving skills and meet industry players. Plus, winning one can seriously boost your CV, which we know is key when applying for roles like SME - Program & Project Management at HCL Technologies Limited!
✨Tip Number 2: Leverage Alumni Networks
Tap into your university’s alumni network; many consultants love to help out new talent. Reach out to alumni who are working in management consulting, they might have insider knowledge about openings at firms like HCL Technologies Limited or be willing to refer you for that SME - Program & Project Management position!
✨Tip Number 3: Attend Industry Events and Conferences
Keep an eye on management consulting events, workshops, or panels. These are prime opportunities to network with top professionals and get your name out there. You might even bump into someone from HCL Technologies Limited who’s on the lookout for their next SME - Program & Project Management star!
✨Tip Number 4: Polish Your Consulting Skills Online
Engage with online platforms that offer consulting simulations or courses. Prove your chops by completing relevant projects — this not only beefs up your experience but also gives you concrete examples to chat about during interviews for that full-time SME - Program & Project Management role at HCL Technologies Limited!
We think you need these skills to ace SME - Program & Project Management in London
Some tips for your application 🫡
Show Your Problem-Solving Skills:In management consulting, it's all about problem-solving—so make sure your CV highlights your analytical and critical thinking skills. Include examples from your studies or previous roles where you tackled complex issues or came up with innovative solutions. Quantify your achievements whenever possible to demonstrate your impact!
Tailor Your Cover Letter:Your cover letter is your chance to explain why you're a perfect fit for the consulting world. Focus on your motivation for joining the industry and how your skills align with the requirements of the role at HCL Technologies Limited. Remember to mention any relevant coursework or projects that showcase your understanding of strategic frameworks or business models!
Highlight Team Experience:Consultants often work in teams, so it's vital to showcase your collaborative skills. Include experiences where you've worked effectively with others, whether in academic group projects or internships. Discuss your role in the team and how you helped achieve common goals, demonstrating you can thrive in a consultancy environment.
Professionalise Your Online Presence:Make sure your LinkedIn and any other professional profiles are up to date, reflecting your career aspirations in management consulting. Connect with industry professionals and follow relevant groups—show you’re serious about entering this field. Applying through our website is a great way to get noticed, so showcase your personality and enthusiasm there!
How to prepare for a job interview at HCL Technologies Limited
✨Master the Case Study Game
In management consulting, case study interviews are all the rage. Make sure to practice structuring your thoughts and analysing data on the fly. Use resources like example case studies to get comfortable with frameworks and solutions. Remember, it’s not just about getting the right answer but showcasing your thought process, so talk us through your reasoning!
✨Know Your Numbers
Be prepared for some numerical and analytical questions. Brush up on your mental math and be ready to interpret data from charts or graphs. We might throw some business scenarios at you that require a quick turnaround on numerical analysis, so practice these skills to feel confident and swift!
✨Show Your Leadership Flair
As this is a full-time role, we want to see your potential as a seasoned consultant. Be ready to discuss experiences where you've led a project or a team. Think about times you've influenced decisions or navigated challenges—this is your chance to show how you can thrive in a fast-paced, collaborative environment.
✨Be a Cultural Fit
We’re not just looking for brains; we want to see if you vibe with our company culture at HCL Technologies Limited. Prepare to share how your values align with ours. Have a think about what makes a great team environment for you and how you can contribute to that. A good cultural fit goes a long way in management consulting!
