Specialist job - HCL Technologies - Texas

• Real time & continuous follow-up with Onsite and Offshore support teams for timely incident resolution including follow up of Aging tickets and reducing its count.


• Regular Audit of Remedy Tickets of support teams and sharing the results and feedback.


• Chair bridge calls for effective coordination, incident resolution, service restoration during outages.


• Responsible for sending all Critical Incident notifications to defined stakeholders as per agreed process.


• Continuously follow-up with support team for relevant notification updates per SLA, and drive resolution.


• Ensure that the Incident record is fully updated prior to Problem Management handover.


• Working towards a continuous improvement of the Incident Management Process including Critical Incident Management.


• Chairs Critical Incident bridge calls for effective coordination, incident resolution, service restoration.


• Responsible for sending all Critical Incident notifications to defined stakeholders as per ag (1.) Ensure adherence to the published compliance frame work. Monitor by conducting periodic audits to ensure all compliance aspects are adhered to; Analyze and publish reports on the findings; discuss with the concerned stake holders and follow up on the clos (2.) To analyze and integrate the CoE Process and adjoining HR/Business Processes for bringing out higher alignment by creating new designs or enhancing the current design as per industry and regulatory norms. (3.) To keep self abreast of the changing paradigm through reading, research, feedback and competitor analysis to ensure that the process design has the next/best practices (4.) To prepare business requirement documents for automation/enhancement of the HR Process(es), lead pilot and testing efforts of a process rollout including preparation of training material and ensure that customer queries on a new process are responded to.

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