Sr Administrator (Support & Operations)

Technology, Data & Digital · IT Infrastructure & Security · IT Support · Technical Support

In short

Offer advanced technical support, troubleshooting, and root cause analysis to ensure positive customer feedback and meet SLAs. Responsibilities include handling complex incidents, updating knowledge bases, and collaborating with other teams to maintain operations and security.

Responsibilities

Adhere to quality standards, regulatory requirements, and company policies.
Provide support for complex incidents, perform root cause analysis, and implement solutions for technical & security issues.
Engage in value-adding activities such as Knowledge base update & management, training freshers, and coaching analysts.
Resolve complex tickets within agreed SLAs and collaborate with other support teams for seamless operations & security posture.
Ensure positive customer experience and CSAT through First Call Resolution, minimum rejected resolutions / reopen Cases, and mitigating security threats.

Requirements

Advanced technical support
Troubleshooting
Root cause analysis
Adherence to quality standards, regulatory requirements, and company policies
Handling complex incidents
Resolving technical & security issues
Knowledge base update & management
Training freshers
Coaching analysts
Resolving complex tickets within agreed SLAs
Collaboration with other support teams
Ensuring positive customer experience and CSAT
First Call Resolution
Minimizing rejected resolutions / reopen Cases
Mitigating security threats

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

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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