The Job

Administrator - IT Operations Management, RESTful API, Angular

Technology, Data & Digital · Software & Web Development · Software Engineering · IT Support

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In short

This Administrator role focuses on IT Operations Management, utilizing RESTful APIs and Angular for technical support and root cause analysis. Key responsibilities include resolving tickets, enhancing customer satisfaction, and contributing to a knowledge base.

Responsibilities

  • Provide technical support and solutions using Snow ITOM and REST/SOAP API to resolve tickets independently.
  • Conduct root cause analysis on escalated issues using AngularJS for troubleshooting and resolution.
  • Update and manage the knowledge base, train new team members, and coach analysts.
  • Track and manage ticket resolution within agreed Service Level Agreements (SLAs) for ticket volume and response time.
  • Enhance customer experience by achieving high First Call Resolution rates and minimizing rejected resolutions.

Requirements

  • Proficient in Snow ITOM and REST/SOAP API for IT Service Management.
  • Solid understanding of AngularJS for application support and development.
  • Familiarity with ticketing systems and escalation processes.
  • Strong analytical skills for effective root cause analysis and problem resolution.
  • Excellent communication skills for training and coaching.

Desired Qualifications

  • ITIL Foundation Certification is optional but valuable.

Benefits

  • Supercharge your potential at HCLTech.
  • Find your career and spark at HCLTech.
  • Work at a place that puts its people first.
  • Be part of a global technology company with over 223,000 employees across 60 countries.
  • Work with clients across major verticals including Financial Services, Manufacturing, Life Sciences and Healthcare, Technology and Services, Telecom and Media, Retail and CPG, and Public Services.
#IT Operations Management#RESTful API#Angular#Technical Support#Root Cause Analysis#ITSM#Snow ITOM
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Company

HCLTech

Job Posted

2 weeks ago

Employment Type

Full Time

WorkMode

On Site

Experience Level

Mid-Senior

Locations

Noida, India

Applicants

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