Lead Administrator (Support &Operations)

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

In short

This role involves diagnosing and resolving complex technical issues, focusing on ITIL, security, and data privacy to enhance customer satisfaction. Responsibilities include supporting escalated incidents, performing root cause analysis, maintaining a knowledge base, mentoring junior staff, and proactively identifying security vulnerabilities.

Responsibilities

Champion ITIL, security, and data privacy for high-quality, well-documented solutions.
Provide support for complex incidents escalated by analysts, perform root cause analysis, and implement solutions.
Maintain a comprehensive knowledge base, mentor junior analysts, and deliver training programs.
Contribute to positive customer experience and high CSAT scores through fast, accurate, and secure resolutions.
Proactively identify and address potential security vulnerabilities to protect customer data.

Requirements

High-quality, well-documented solutions.
Minimizing risks and maximizing customer satisfaction.
Solutions to resolve technical & security issues.
Maintenance of a comprehensive Knowledge base.
Mentor to junior analysts.
Deliver training programs for freshers.
Fast, accurate, and secure resolutions.
Protect customer data and prevent security incidents.

Desired Qualifications

Equipping freshers with essential skills to become productive.

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.

#ITIL#security#data privacy#customer feedback#root cause analysis#customer satisfaction#security vulnerabilities#customer data

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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