SME MS System Center Configuration Manager (SCCM)

About the Role

HCLTech is seeking a Subject Matter Expert (SME) in MS System Center Configuration Manager (SCCM) for a full-time position. This role focuses on support and operations, ensuring timely resolution of escalated incidents through detailed analysis and adherence to service level agreements (SLAs). The SME will contribute to maintaining high-quality standards and enhancing customer satisfaction through effective communication and problem-solving.

Key Responsibilities

• Ensure on-time resolution and quality compliance for escalated tickets and incidents by analyzing issues using SCCM, adhering to agreed SLAs.
• Mentor administrators and team members, prepare Standard Operating Procedures (SOPs), and maintain effective documentation to foster knowledge sharing.
• Validate change order implementation plans and human error compliance, and actively participate in capacity planning efforts.
• Facilitate positive customer feedback and satisfaction by engaging in customer meetings to understand and address operational challenges.
• Validate analyses such as Root Cause Analysis and Trend Analysis using SCCM data, and prepare reports to present performance metrics and insights to stakeholders.

Technical Expertise

The role requires strong expertise in MS System Center Configuration Manager (SCCM) to analyze and resolve complex technical issues. This includes leveraging SCCM data for various analytical tasks and ensuring operational excellence.

Operational Excellence and Compliance

A core aspect of this position involves ensuring operational excellence by adhering to Service Level Agreements (SLAs) and maintaining quality compliance for all escalated incidents. The SME will also validate change order implementation plans and human error compliance to uphold high standards.

Team Collaboration and Documentation

The SME will play a role in fostering team growth by mentoring administrators and team members. This includes preparing Standard Operating Procedures (SOPs) and maintaining comprehensive documentation to support knowledge sharing and effective communication within the team.

Stakeholder Engagement and Reporting

This position involves active engagement with customers to address operational challenges and ensure satisfaction. The SME will also be responsible for validating various analyses and preparing detailed reports to present performance metrics and insights to key business stakeholders.