HCLTech
From HCLTech's careers page
Status: listed on the employer's own careers page when we last checked (daily). Confirm on their site before applying.
Job Summary
The Subject Matter Expert (Support & Ops) plays a critical role in ensuring the timely resolution of escalated incidents while maintaining high standards of quality and customer satisfaction. This position involves leveraging expertise in Citrix Virtual Desktops Essentials to facilitate efficient operations and contribute to continuous improvement initiatives.
1. Ensure Timely Resolution And Compliance With Quality Standards For Escalated Incidents By Utilizing Citrix Virtual Desktops Essentials, Adhering To Agreed Slas To Enhance Operational Efficiency.
2. Mentor Team Members And Administrators While Preparing Standard Operating Procedures (Sops) And Maintaining Comprehensive Documentation To Foster Knowledge Sharing And Operational Excellence.
3. Validate Change Order Implementation Plans And Human Error Compliance, Actively Participating In Capacity Planning To Ensure Optimal Resource Allocation And Performance.
4. Actively Participate In Customer Meetings, Utilizing Effective Communication Skills To Understand And Address Customer Issues, Thereby Ensuring Positive Feedback And Satisfaction.
5. Validate And Present Analyses Such As Root Cause Analysis And Trend Analysis, Leveraging Insights To Facilitate Performance Improvements And Strategic Discussions With Key Business Stakeholders.
Skill Requirements
1. Strong Proficiency In Citrix Virtual Desktops Essentials
2. Solid Understanding Of Incident Management Processes And Best Practices
3. Excellent Communication And Mentoring Skills
4. Familiarity With Capacity Planning And Change Management
5. Proficient In Data Analysis Techniques And Reporting
Other Requirements
1. Citrix Certified Associate Virtualization (Cca-V) Is Optional But Valuable.
2. Itil Foundation Certification Is Recommended
Apply now
Information at a Glance
At HCLTech, you'll supercharge your potential. You'll find your career. And you'll find your spark. All 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 230,000 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. Consolidated revenues as of 12 months ending September 2026 totaled $14.8 billion.
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Copyright © 2026 HCL Technologies Limited
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