Sr Administrator (Support & Operations)

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

In short

This role involves providing advanced technical support, troubleshooting, and root cause analysis to ensure customer satisfaction. Key responsibilities include resolving complex incidents, managing the knowledge base, and collaborating with support teams to maintain seamless 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 like Knowledge base update & management, training freshers, and coaching analysts.
Resolve complex tickets within agreed SLAs and collaborate with other support teams.
Ensure positive customer experience and CSAT through First Call Resolution and mitigating security threats.

Requirements

Advanced technical support
Troubleshooting
Root cause analysis
Resolving complex incidents
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
Mitigating security threats

#Support#Operations#Technical Support#Troubleshooting#Root Cause Analysis#Incidents#Security

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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