Senior Specialist Job in Chennai at HCL Technologies Limited (HCL)

HCL Technologies Limited (HCL) is hiring for the role of Senior Specialist!

Responsibilities of the Candidate:

• Adhere To Quality Standards And Regulatory Requirements While Implementing Best Practices In Snow Itom And Rest/Soap Api Management To Ensure Compliance And Operational Efficiency.
• Provide Expert Support For Complex Incidents Escalated By Analysts, Performing Thorough Root Cause Analysis And Deploying Effective Solutions To Resolve Technical And Security Issues Within Snow Environments.
• Lead Knowledge Base Updates And Management Initiatives, Facilitating Training For New Team Members And Coaching Analysts To Enhance Team Capabilities And Service Delivery.
• Resolve Complex Support Tickets Within Agreed Slas, Collaborating With Cross-Functional Teams To Maintain Seamless Operations And Strengthen Overall Security Posture.
• Ensure A Positive Customer Experience And High Customer Satisfaction (Csat) By Achieving First Call Resolution, Minimizing Rejected Resolutions, And Proactively Addressing Potential Security Threats.

Requirements:

• In-Depth Knowledge Of Servicenow Itom And Rest/Soap Apis.
• Strong Understanding Of Incident Management And Root Cause Analysis Methodologies.
• Proficiency In Troubleshooting And Resolving Technical And Security Issues.
• Excellent Communication And Collaboration Skills To Work Effectively With Support Teams And Customers.