About the job
Full details, eligibility and the selection process are available on the company's careers page.
HCLTech
SME - Program & Project Management
Posted 1 week ago
- Experience
- Any experience
- Location
- Chennai, Tamil Nadu
- Job type
- Full-time
- Work mode
- On-site
Complete details and how to apply
Job Details
| Detail | Information |
|---|---|
| Company | HCLTech |
| Job Title | SME – Program & Project Management |
| Role | Subject Matter Expert (Support & Ops) |
| Location | Chennai, Tamil Nadu, India |
| Key Skills | Project management, SLA management, incident resolution, root cause analysis, capacity planning, change management |
| Preferred Certifications | PMP, ITIL Foundation (optional but valuable) |
| Experience Required | Not specified |
Job Summary
The Subject Matter Expert (Support & Ops) plays a vital role in making sure escalations and incidents are resolved on time, while sticking to quality norms and service level agreements (SLAs). The role helps improve customer satisfaction through clear analysis and communication, and contributes to the continuous improvement of support operations.
Key Responsibilities
- Make sure escalated incidents are resolved on time and meet quality standards, by analyzing ticket data and taking corrective action in line with the agreed SLAs.
- Mentor team members and administrators, and prepare standard operating procedures (SOPs) and thorough documentation to support knowledge sharing and day-to-day efficiency.
- Validate change order implementation plans and make sure they meet human error compliance requirements. Take an active part in capacity planning so that resources match operational demand.
- Join customer meetings to gather feedback and understand their challenges, and keep the focus on improving customer satisfaction through proactive communication and support.
- Carry out root cause and trend analyses, then validate the findings and reports so key business stakeholders get actionable insights to improve operational performance.
Skill Requirements
- Strong knowledge of project management methodologies and tools, especially DMO and project execution.
- Solid analytical skills, including trend analysis and root cause investigation.
- Excellent communication and interpersonal skills, so you can work well with stakeholders and present your findings clearly.
- Familiarity with SLA management and incident resolution processes.
- Knowledge of capacity planning and change management principles.
Other Requirements
- Optional but valuable certifications: Project Management Professional (PMP) and ITIL Foundation.
Original Job Posting (Source Data)
SME - Program & Project Management India
Job Description SME - Program & Project Management Chennai, Tamil Nadu
Job Summary The Subject Matter Expert (Support & Ops) plays a vital role in ensuring the timely resolution of escalations and incidents while adhering to quality norms and service level agreements (SLAs). This role is essential for enhancing customer satisfaction through effective analysis and communication, contributing to the continuous improvement of support operations.
Key Responsibilities
- Ensure Timely Resolution And Quality Compliance Of Escalated Incidents By Analyzing Ticket Data And Implementing Corrective Actions According To Agreed Slas.
- Mentor Team Members And Administrators While Preparing Standard Operating Procedures (Sops) And Maintaining Comprehensive Documentation To Facilitate Knowledge Sharing And Operational Efficiency.
- Validate Change Order Implementation Plans And Ensure Human Error Compliance, Actively Participating In Capacity Planning To Align Resources With Operational Demands.
- Engage In Customer Meetings To Gather Feedback And Understand Challenges, Ensuring A Focus On Enhancing Customer Satisfaction Through Proactive Communication And Support.
- Conduct Root Cause Analyses And Trend Analyses, Validating Findings And Reports To Provide Actionable Insights For Key Business Stakeholders To Improve Operational Performance.
Skill Requirements
- Proficient In Project Management Methodologies And Tools, Particularly In Dmo And Project Execution.
- Strong Analytical Skills With The Ability To Perform Trend Analysis And Root Cause Investigations.
- Excellent Communication And Interpersonal Skills To Effectively Liaise With Stakeholders And Present Findings.
- Familiarity With Sla Management And Incident Resolution Processes.
- Knowledge Of Capacity Planning And Change Management Principles.
Other Requirements
- Optional But Valuable Certifications: Project Management Professional (Pmp), Itil Foundation Certification
Disclaimer: Job details are based on the listing published by HCLTech. Please verify the latest requirements, salary, and availability before applying.
Interview prep · General
How to prepare for this interview
Interviewers want to see that you understand what the role involves, can communicate clearly and will be dependable on the job. Read the job description closely and prepare one example from your studies or past work for each responsibility listed.
Typical selection process
-
1
Screening
A resume shortlist, sometimes followed by a short phone call to confirm basics like location and availability.
-
2
Aptitude or written test
Common for fresher hiring: quantitative aptitude, logical reasoning and English.
-
3
Role interview
Questions about the work itself, often with a practical scenario.
-
4
HR discussion
Salary, joining date, documents and cultural fit.
Rounds vary between companies. HCLTech may combine or skip some of them.
Questions to start with
Open a question to see what the interviewer is looking for.
Role What do you understand about the responsibilities of this role?
How to answer:
Restate the key duties from the job post in your own words and connect each one to something you have done before.
Role Which tools or software have you used that would help in this job?
How to answer:
Be specific about your level: "I build pivot tables in Excel" is better than "I know Excel".
HR Walk me through your final year project.
How to answer:
Explain the problem, your exact contribution, the tech you chose and why, and one thing that went wrong and how you fixed it. Interviewers dig into this, so know every line you claim.
This guide is written by the JOBSPOT 360 team from common interview patterns for this kind of role. It is not provided by HCLTech, and the actual questions may differ.
Frequently asked questions
Can freshers apply for the SME - Program & Project Management role at HCLTech?
Yes. The role accepts candidates with Any experience of experience, so freshers can apply.
What is the salary for this job?
HCLTech has not disclosed the salary. You can ask about it during the HR round.
Where is the job located? Is it remote?
This is an on-site role in Chennai, Tamil Nadu.
What is the last date to apply?
No deadline is listed. Openings like this can close once enough applications come in, so apply early.
How do I apply?
Select "Apply on company site" on this page. It opens HCLTech's official careers page, where you submit your application. JOBSPOT 360 does not collect applications and never charges a fee.
