Lead Administrator (Support & Operations)

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

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, provides support for complex incidents, and contributes to a positive customer experience.

Responsibilities

Champion ITIL, security, and data privacy to offer high-quality, well-documented solutions, minimizing risks and maximizing customer satisfaction.
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, and deliver training programs for freshers.
Contribute to a positive customer experience and high CSAT scores by providing fast, accurate, and secure resolutions.
Proactively identify and address potential security vulnerabilities to protect customer data and prevent security incidents.

Requirements

Diagnose and resolve complex technical issues impacting business operations.
Facilitate root cause analysis.
Enhance customer feedback for support operations.
Minimize risks and maximize customer satisfaction.
Implement solutions to resolve technical & security issues.
Equip 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#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…

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