{"schemaVersion":"jobsearcher.job.v1","id":"2a4cd7162164a01b08ea7fd2","url":"https://jobsearcher.com/jobs/2a4cd7162164a01b08ea7fd2","canonicalUrl":"https://jobsearcher.com/jobs/2a4cd7162164a01b08ea7fd2","title":"SME - Program & Project Management","description":"SME - Program & Project Management\nOthers, California\nJob Summary\nThe 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.\nKey Responsibilities\n1. Ensure Timely Resolution And Quality Compliance Of Escalated Incidents By Analyzing Ticket Data And Implementing Corrective Actions According To Agreed Slas.\n2. Mentor Team Members And Administrators While Preparing Standard Operating Procedures (Sops) And Maintaining Comprehensive Documentation To Facilitate Knowledge Sharing And Operational Efficiency.\n3. Validate Change Order Implementation Plans And Ensure Human Error Compliance, Actively Participating In Capacity Planning To Align Resources With Operational Demands.\n4. Engage In Customer Meetings To Gather Feedback And Understand Challenges, Ensuring A Focus On Enhancing Customer Satisfaction Through Proactive Communication And Support.\n5. Conduct Root Cause Analyses And Trend Analyses, Validating Findings And Reports To Provide Actionable Insights For Key Business Stakeholders To Improve Operational Performance.\nSkill Requirements\n1. Proficient In Project Management Methodologies And Tools, Particularly In Dmo And Project Execution.\n2. Strong Analytical Skills With The Ability To Perform Trend Analysis And Root Cause Investigations.\n3. Excellent Communication And Interpersonal Skills To Effectively Liaise With Stakeholders And Present Findings.\n4. Familiarity With Sla Management And Incident Resolution Processes.\n5. Knowledge Of Capacity Planning And Change Management Principles.\n\nOther Requirements\n1. Optional But Valuable Certifications: Project Management Professional (Pmp), Itil Foundation Certification\nMaximum Salary (US): 102000\nMinimum Salary (US): 88000\n#body.unify div.unify-button-container .unify-apply-now: focus, #body.unify div.unify-button-container .unify-apply-#body.unify div.unify-button-container .unify-apply-now: focus, #body.unify div.unify-button-container .unify-apply-","company":"HCLTech","rawCompany":"hcltech","city":"Denver","state":"CO","isRemote":false,"isActive":false,"createdAt":"2026-09-15T09:54:12.375Z","occupations":[{"code":"13-1082.00","title":"Project Management Specialists","slug":"project-management-specialists"},{"code":"15-1299.09","title":"Information Technology Project Managers","slug":"information-technology-project-managers"},{"code":"13-1199.00","title":"Business Operations Specialists, All Other","slug":"business-operations-specialists-all-other"}],"industries":[{"code":"541611","title":"Administrative Management and General Management Consulting Services","slug":"administrative-management-and-general-management-consulting-services"},{"code":"541618","title":"Other Management Consulting Services","slug":"other-management-consulting-services"},{"code":"541512","title":"Computer Systems Design Services","slug":"computer-systems-design-services"}],"jobPosting":{"@context":"https://schema.org","@type":"JobPosting","title":"SME - Program & Project Management","description":"SME - Program & Project Management\nOthers, California\nJob Summary\nThe 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.\nKey Responsibilities\n1. Ensure Timely Resolution And Quality Compliance Of Escalated Incidents By Analyzing Ticket Data And Implementing Corrective Actions According To Agreed Slas.\n2. Mentor Team Members And Administrators While Preparing Standard Operating Procedures (Sops) And Maintaining Comprehensive Documentation To Facilitate Knowledge Sharing And Operational Efficiency.\n3. Validate Change Order Implementation Plans And Ensure Human Error Compliance, Actively Participating In Capacity Planning To Align Resources With Operational Demands.\n4. Engage In Customer Meetings To Gather Feedback And Understand Challenges, Ensuring A Focus On Enhancing Customer Satisfaction Through Proactive Communication And Support.\n5. Conduct Root Cause Analyses And Trend Analyses, Validating Findings And Reports To Provide Actionable Insights For Key Business Stakeholders To Improve Operational Performance.\nSkill Requirements\n1. Proficient In Project Management Methodologies And Tools, Particularly In Dmo And Project Execution.\n2. Strong Analytical Skills With The Ability To Perform Trend Analysis And Root Cause Investigations.\n3. Excellent Communication And Interpersonal Skills To Effectively Liaise With Stakeholders And Present Findings.\n4. Familiarity With Sla Management And Incident Resolution Processes.\n5. Knowledge Of Capacity Planning And Change Management Principles.\n\nOther Requirements\n1. Optional But Valuable Certifications: Project Management Professional (Pmp), Itil Foundation Certification\nMaximum Salary (US): 102000\nMinimum Salary (US): 88000\n#body.unify div.unify-button-container .unify-apply-now: focus, #body.unify div.unify-button-container .unify-apply-#body.unify div.unify-button-container .unify-apply-now: focus, #body.unify div.unify-button-container .unify-apply-","datePosted":"2026-09-15T09:54:12.375Z","dateModified":"2026-09-15T09:54:12.375Z","hiringOrganization":{"@type":"Organization","name":"HCLTech","sameAs":"https://jobsearcher.com"},"jobLocation":{"@type":"Place","address":{"@type":"PostalAddress","addressLocality":"Denver","addressRegion":"CO","addressCountry":"US"}},"identifier":{"@type":"PropertyValue","name":"JobSearcher","value":"2a4cd7162164a01b08ea7fd2"},"url":"https://jobsearcher.com/jobs/2a4cd7162164a01b08ea7fd2"}}