Sr Administrator (Support & Operations)

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

In short

To offer advanced technical support, troubleshooting, and root cause analysis to ensure positive customer feedback. This role involves resolving complex incidents, managing the knowledge base, and ensuring customer satisfaction and security posture.

Responsibilities

Adhere to quality standards, regulatory requirements, and company policies.
Provide support for complex incidents escalated by analysts, 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/reopened cases, and mitigating security threats.

Requirements

Advanced technical support skills.
Troubleshooting and root cause analysis capabilities.
Ability to resolve complex incidents and security issues.
Experience in knowledge base update and management.
Skills in training and coaching analysts.
Proficiency in resolving tickets within SLAs.
Focus on customer experience and CSAT.
Mitigation of security threats.

#Support#Operations#Technical Support#Troubleshooting#Root Cause Analysis#Security Issues#Knowledge Base Management#Training#Coaching#SLAs#Customer Experience#CSAT

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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