HCLTech
Location
Bangalore | India
Job description
Job Description (Posting).
Department SOC Purpose This role is primarily responsible for ownership of SOC tasks by ensuring SLA based delivery with an objective of achieving maximum customer satisfaction while adhering to process compliant delivery mechanism. Performance Metrics Financial Customer Customer satisfaction index. Time to close customer complaints through SOP based solutions. SLA adherence. No. of customer escalation. Direct customers end user calls, Customer vendor and partners interaction. Process People Minimum repeat failures. Minimum configuration errors. Variance to committed schedule and timeline. Effectiveness in induction process of any new client. No. of new technologies mastered. No. of new certifications. Flexibility to take new responsibility and role. Key Responsibilities Strategic Ensure knowledge creation and documentation. Suggest changes/improvement in existing operations to enhance technical capability within the team. Customer Incident management and change management Ensuring maximum customer satisfaction for direct customers Ensure compliance to SLA s (Incidence response, security alerts, reports availability, uptime) Minimizing customer complaints for direct customers. Ensure quick resolution of all customer complaints (SOP) and help peers to achieve the same. Ensuring time bound and effective communication with the customer. Process Ensuring compliance to delivery schedules (reports, scheduled activity etc) Ensure self-compliance to service quality and process adherence. Ensuring compliance to SOP / guideline during configuration / troubleshooting, to minimize repeat error / downtime. People Should continuously enhance skill set / expertise, by acquiring knowledge / certification on new technology and products. Should share knowledge and experience with the peers and within the group To be flexible to take up any related responsibility and roles, as per the organization requirement. Capability Requirements Behavioral Competencies Level DefinitionsJob tags
Salary
