What are the responsibilities and job description for the SENIOR SPECIALIST position at HCL Technologies?
MUST HAVE: Technical Skills\\r\\n1. Strong knowledge of IT Service Management, SAP Basis and SAP Applications \\r\\n2. Hands-on experience with SAP Basis activities, SAP release version upgrades and infrastructure updates for cloud customers \\r\\n3. Working experience with SAP HEC, SAP S/4HANA or any other cloud solution. \\r\\n4. Hands-on experience with infrastructure operations, network, interfaces and Load Balancer topics\\r\\n5. Strong technical troubleshooting skills with the ability to form the big picture quickly before surmising a path to a solution\\r\\nSoft Skills\\r\\n1. Excellent customer focus / Networking / Relationship Building /Results-driven / Self-organized / Decision making\\r\\n2. Excellent communication skills (written and verbal)\\r\\n3. Understanding of escalation handling and procedures with customers while proactively working with internal teams towards arriving at a resolution\\r\\n4. Experience in working with cross-cultural and cross-functional teams or individuals\\r\\n5. Proficiency in English (Written and verbal), additional (local) languages are a plus/on top. E.g. Asian (Chinese, Korean and Japanese), European (German, French, Italian, Turkish, Portuguese, Russian) languages.\\r\\n\\r\\nGOOD TO HAVE:\\r\\nTechnical Skills\\r\\n1. Cloud architecture and IT technical infrastructure know-how\\r\\n2. Knowledge of/certification in one of Azure, AWS or GCP fundamentals\\r\\n3. Experience with Migration, Upgrade projects esp. on S/4H Cloud.\\r\\n4. Knowledge of Project Management Fundamentals, ITIL, Lean Fundamentals is a plus\\r\\n
To provide support for on call escalations and doing root cause analysis of given issueTo independently resolve tickets within agreed SLA of ticket volume and timeTo adhere to quality standards, regulatory requirements and company policiesWork on value adding activities such Knowledge base update & management, Training freshers, coaching analystsTo ensure positive customer experience and CSAT through First Call Resolution and minimum rejected resolutions / Reopen Cases (1.) To provide support for on call escalations and doing root cause analysis of given issue (2.) To independently resolve tickets within agreed SLA of ticket volume and time (3.) To adhere to quality standards, regulatory requirements and company policies (4.) Work on value adding activities such Knowledge base update & management, Training freshers, coaching analysts (5.) To ensure positive customer experience and CSAT through First Call Resolution and minimum rejected resolutions / Reopen Cases
To provide support for on call escalations and doing root cause analysis of given issueTo independently resolve tickets within agreed SLA of ticket volume and timeTo adhere to quality standards, regulatory requirements and company policiesWork on value adding activities such Knowledge base update & management, Training freshers, coaching analystsTo ensure positive customer experience and CSAT through First Call Resolution and minimum rejected resolutions / Reopen Cases (1.) To provide support for on call escalations and doing root cause analysis of given issue (2.) To independently resolve tickets within agreed SLA of ticket volume and time (3.) To adhere to quality standards, regulatory requirements and company policies (4.) Work on value adding activities such Knowledge base update & management, Training freshers, coaching analysts (5.) To ensure positive customer experience and CSAT through First Call Resolution and minimum rejected resolutions / Reopen Cases
