Administrator - Monitoring Tools, Event Monitoring

Technology, Data & Digital · IT Infrastructure & Security · Systems Engineering · QA & Testing · IT Support

In short

The Tools & Automation Administrator ensures seamless monitoring and support operations by resolving tickets, providing on-call support, and conducting root cause analysis to enhance customer satisfaction and operational efficiency. This role involves monitoring system performance, managing escalated issues, and contributing to knowledge bases and team training.

Responsibilities

Monitor and analyze system performance using integrated command center tools, ensuring adherence to quality standards, regulatory requirements, and company policies.
Provide on-call support for escalated issues, conducting thorough root cause analysis to identify and resolve problems related to event monitoring.
Engage in value-adding activities such as updating and managing knowledge bases, training new team members, and coaching analysts.
Independently resolve tickets within agreed SLAs, managing ticket volume and response times effectively.
Ensure a positive customer experience and high Csat by achieving first call resolution and minimizing rejected resolutions and reopened cases.

Requirements

Strong understanding of monitoring tools and technologies related to integrated command center and event monitoring.
Solid knowledge of Network Operations Center processes and IT support monitoring.
Proficiency in conducting root cause analysis and problem resolution.
Familiarity with quality assurance standards and regulatory compliance in technical operations.

Desired Qualifications

ITIL Foundation Certification (Optional But Valuable)
Relevant Certifications In Monitoring Tools Or Event Management (Optional But Valuable)

Skills

Monitoring ToolsEvent MonitoringNetwork Operations CenterIT Support MonitoringRoot Cause AnalysisQuality AssuranceRegulatory Compliance

#monitoring#event monitoring#it support#root cause analysis

About HCLTech

Supercharging progress through technology and innovation

HCLTech is a global technology company, home to 219,000+ people across 54 countries, delivering industry-leading capabilities centered around digital, engineering and cloud, 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 2022 totaled $12.1 billion. To learn how we can supercharge progress for…

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