Lead Administrator (Support & Operations)
Technology, Data & Digital · Software & Web Development · Software Engineering · IT Support
In short
As a Lead Administrator for Support & Operations in Chennai, India, you will diagnose and resolve complex technical issues, facilitate root cause analysis, and enhance customer feedback for support operations. This role requires championing ITIL, security, and data privacy principles to ensure high-quality, well-documented solutions.
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
- Experience in diagnosing and resolving complex technical issues impacting business operations.
- Proficiency in ITIL, security, and data privacy best practices.
- Experience with root cause analysis.
- Ability to maintain a comprehensive Knowledge base.
- Mentorship skills to guide junior analysts.
- Experience delivering training programs.
- Focus on customer experience and CSAT scores.
- Proactive identification and addressing of security vulnerabilities.
Desired Qualifications
- Experience in the Financial Services, Manufacturing, Life Sciences and Healthcare, Technology and Services, Telecom and Media, Retail and CPG, and Public Services verticals.
Benefits
- Supercharge your potential.
- Find your career.
- Find your spark.
- A place that knows that helping its customers stay on top starts by putting its people first.
- Global technology company with over 223,000 people across 60 countries.
- Industry-leading capabilities centered around digital, engineering, cloud and AI.
- Broad portfolio of technology services and products.
#ITIL#security#data privacy#technical support#root cause analysis#knowledge base#mentoring#training
Company
HCLTech
Job Posted
2 weeks ago
Employment Type
Full Time
WorkMode
On Site
Experience Level
Mid-Senior
Locations
Chennai, India
Applicants
Be an early applicant