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Sr Administrator (Support & Operations)

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

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In short

The Sr Administrator (Support & Operations) in Bengaluru, India, is responsible for advanced technical support, incident management, and leadership of a Service Desk team, focusing on retail store technologies, POS systems, and payment platforms. This role involves troubleshooting, root cause analysis, and ensuring adherence to SLAs in a 24x7 environment, acting as a key escalation point and operational leader.

Responsibilities

  • Provide Level 2 technical support for incidents, service requests, and major incident resolution.
  • Act as an escalation point for unresolved issues from Level 1 support teams.
  • Perform detailed troubleshooting and diagnosis of application, infrastructure, endpoint, and network-related issues.
  • Manage incidents throughout their lifecycle, ensuring timely resolution in accordance with defined SLAs.
  • Conduct root cause analysis and contribute to problem management activities.
  • Support Major Incident Management activities and participate in bridge calls during business-critical outages.
  • Maintain accurate documentation of troubleshooting activities, resolutions, and known errors.
  • Monitor ticket queues and ensure compliance with quality, process, and operational standards.
  • Identify service improvement opportunities and recommend corrective and preventive actions.
  • Contribute to knowledge management initiatives by creating and maintaining knowledge articles and standard operating procedures.
  • Serve as a technical advisor for end users, store personnel, and business stakeholders.
  • Provide regular communications and updates on incidents, service requests, maintenance activities, and service disruptions.
  • Work collaboratively with internal resolver groups, vendors, and third-party support teams.
  • Support business-critical retail operations, ensuring minimal disruption to store activities and payment processing systems.
  • Act as the designated Shift Lead and operational escalation point during assigned shifts.
  • Provide day-to-day leadership, guidance, and technical support to Service Desk analysts.
  • Manage and coordinate shift activities, including workload distribution, queue management, ticket prioritization, and resource utilization.
  • Lead Major Incident bridge calls, coordinate resolver groups, track action items, and provide timely stakeholder communications.
  • Monitor service desk performance, ensuring adherence to SLA, KPI, quality, compliance, and customer experience objectives.
  • Conduct shift handovers and operational reviews to ensure continuity of support.
  • Support workforce management activities, including shift scheduling, leave planning, training coordination, and resource coverage management.
  • Coach, mentor, and develop Service Desk analysts through knowledge sharing, side-by-side support, quality reviews, and performance feedback.
  • Review incident trends, recurring issues, and operational metrics to identify opportunities for process improvements, automation, and service optimization.
  • Ensure Knowledge Base articles, Standard Operating Procedures (SOPs), work instructions, and troubleshooting guides are regularly reviewed and updated.
  • Drive adherence to ITIL processes including Incident, Problem, Change, Request Fulfilment, Major Incident, and Knowledge Management practices.
  • Collaborate with customers, vendors, application teams, infrastructure teams, and business stakeholders to ensure rapid issue resolution and service stability.
  • Support audit, security, compliance, and governance requirements.
  • Assist Service Desk Management in preparing operational reports, service reviews, shift performance dashboards, and customer governance updates.
  • Act as a role model for customer service excellence, professionalism, accountability, and continuous improvement.

Requirements

  • Bachelor's Degree in Computer Science, Information Technology, Engineering, or a related discipline.
  • 3-5 years of experience in Service Desk, Technical Support, IT Operations, or Retail Technology Support.
  • Experience supporting Retail, Hospitality, POS, or Payment Processing environments.
  • Working knowledge of enterprise IT infrastructure and service management processes.
  • ITIL Foundation Certification preferred.
  • Exposure to Retail Store Support Models and Vendor Management practices is desirable.
  • Basic server support and monitoring tools.
  • Mentor and support Level 1 analysts on troubleshooting techniques and process adherence.
  • Assist in onboarding and knowledge transfer activities for new team members.
  • Participate in shift handovers and operational readiness reviews.
  • Contribute to continuous improvement, automation, and service transformation initiatives.
  • Support audit, compliance, and security requirements in line with organizational standards.
  • Participate in disaster recovery and business continuity support activities where required.

Desired Qualifications

  • Prior experience leading or mentoring Service Desk teams in a 24x7 support environment.
  • Experience managing Major Incidents and business-critical retail outages.
  • Strong exposure to ServiceNow reporting, dashboard analysis, and queue management.
  • Experience supporting Retail Store Operations, POS platforms (Retalix, NCR, Aloha), Payment Solutions (Verifone), and Kitchen Management Systems (KMS).
  • Knowledge of workforce planning, operational governance, and customer service management.
  • Retail Store Operations Support.
  • Point-of-Sale (POS) Environments.
  • Payment Processing and Financial Transaction Systems.
  • Store Opening and Store Closing Support Activities.
  • Vendor Coordination and Escalation Management.
  • Knowledge Base Administration and Documentation.
  • Monitoring and Event Management Platforms.
  • ServiceNow ITSM Operations.

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.
#Support#Operations#IT#Service Desk#Retail#POS#Payment Systems#Infrastructure#ITSM#ITIL#Leadership#Shift Lead
HCLTech Logo

Company

HCLTech

Job Posted

1 month ago

Employment Type

Full Time

WorkMode

On Site

Experience Level

Mid-Senior

Locations

Bengaluru, India

Qualification

Bachelor

Applicants

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