Lead Administrator (Support & Operations)

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

In short

To diagnose and resolve complex technical issues impacting business operations, facilitate root cause analysis, and enhance customer feedback for support operations. This role champions ITIL, security, and data privacy to offer high-quality solutions, acting as a mentor and trainer for junior staff.

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 junior analysts
Training delivery

#ITIL#security#data privacy#customer feedback#technical support#knowledge base#training#customer experience#CSAT scores#security vulnerabilities

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…

See all open jobs at HCLTech Read more about HCLTech Website