Lead Administrator (Support & Operations)
Technology, Data & Digital · IT Infrastructure & Security · IT Support · Technical Support · Cybersecurity
In short
This role focuses on resolving complex technical issues, enhancing customer feedback, and ensuring high-quality support operations. Responsibilities include championing ITIL, security, and data privacy, providing support for escalated incidents, and maintaining a knowledge base.
Responsibilities
- Champion ITIL, security, and data privacy to offer high-quality, well-documented solutions.
- Provide support for complex incidents escalated by analysts.
- Perform root cause analysis and implement solutions to resolve technical & security issues.
- Maintain a comprehensive Knowledge base.
- Act as a mentor to junior analysts.
- Deliver training programs for freshers.
- Contribute to a positive customer experience and high CSAT scores.
- Proactively identify and address potential security vulnerabilities.
Requirements
- ITIL
- Security
- Data privacy
- Technical issue resolution
- Root cause analysis
- Knowledge base maintenance
- Mentoring
- Training delivery
- Customer experience enhancement
Desired Qualifications
- Experience with ITIL, security, and data privacy practices.
- Ability to diagnose and resolve complex technical issues.
- Skills in root cause analysis.
- Experience maintaining a knowledge base.
- Mentoring capabilities for junior analysts.
- Experience delivering training programs.
Benefits
- Supercharge your potential
- Find your career
- Find your spark
- A place that puts people first
#ITIL#security#data privacy#customer satisfaction#technical issues#root cause analysis#knowledge base#mentoring#training#customer experience#CSAT scores#security vulnerabilities
Company
HCLTech
Job Posted
3 weeks ago
Employment Type
Full Time
WorkMode
On Site
Experience Level
Mid-Senior
Locations
Hyderabad, India
Applicants
Be an early applicant