Lead Administrator (Support & Operations)

Technology, Data & Digital · IT Infrastructure & Security · IT Support · Cybersecurity · Software Engineering

In short

Responsible for diagnosing and resolving complex technical issues, facilitating root cause analysis, and enhancing customer feedback for support operations. The role involves championing ITIL, security, and data privacy to deliver high-quality solutions and mentor junior analysts.

Responsibilities

Champion ITIL, security, and data privacy to offer high-quality, well-documented solutions, minimizing risks and maximizing customer satisfaction.
Provide support for complex incidents, escalated by analysts, perform root cause analysis, and implement solutions to resolve technical & security issues.
Maintain a comprehensive Knowledge base, act as a mentor to junior analysts, and deliver training programs for freshers.
Contribute to a positive customer experience and high CSAT scores by providing fast, accurate, and secure resolutions.
Proactively identify and address potential security vulnerabilities to protect customer data and prevent security incidents.

Requirements

ITIL
security
data privacy
complex incident support
root cause analysis
knowledge base maintenance
mentoring junior analysts
training delivery
customer service
security vulnerability assessment

Benefits

Supercharge your potential
Find your career
Find your spark
A place that puts its people first
Work for a global technology company
Consolidated revenues of $14.8 billion (as of 12 months ending September 2026)

#ITIL#security#data privacy#technical support#root cause analysis#knowledge base#training#customer service

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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