The Job

Sr Administrator (Support & Operations)

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

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In short

This role involves providing advanced technical support, troubleshooting, and root cause analysis to ensure positive customer feedback and maintain seamless operations and security posture. Responsibilities include resolving complex incidents, updating the knowledge base, and collaborating with support teams to achieve high customer satisfaction (CSAT).

Responsibilities

  • Adhere to quality standards, regulatory requirements, and company policies.
  • Provide support for complex incidents, perform root cause analysis, and implement solutions for technical & security issues.
  • Engage in value-adding activities such as knowledge base updates, training new hires, and coaching analysts.
  • Resolve complex tickets within agreed SLAs and collaborate with other support teams.
  • Ensure positive customer experience and CSAT through effective issue resolution and mitigating security threats.

Requirements

  • Advanced technical support skills.
  • Troubleshooting and root cause analysis capabilities.
  • Experience with incident management and resolution.
  • Knowledge of security issues and mitigation strategies.
  • Ability to update and manage knowledge bases.
  • Experience in training and coaching.
  • Proficiency in resolving tickets within SLAs.
  • Collaboration with cross-functional support teams.
  • Focus on customer experience and CSAT.
  • Experience with First Call Resolution, minimizing rejected resolutions/reopened cases.

Benefits

  • Supercharge your potential at HCLTech.
  • Find your career and spark at a company that puts people first.
  • Be part of a global technology company with a broad portfolio of services and products.
  • Work with clients across major verticals.
#technical support#troubleshooting#root cause analysis#customer feedback#quality standards#regulatory requirements#company policies#incidents#escalated#analysts#solutions#technical issues#security issues#value adding activities#knowledge base#training#coaching#SLAs#support teams#seamless operations#security posture#customer experience#CSAT#First Call Resolution#rejected resolutions#reopen Cases#mitigating security threats
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Company

HCLTech

Job Posted

2 weeks ago

Employment Type

Full Time

WorkMode

On Site

Experience Level

Mid-Senior

Locations

Hyderabad, India

Applicants

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