Sr Administrator (Support & Operations)

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

In short

HCLTech is seeking a Sr Administrator (Support & Operations) to provide advanced technical support, troubleshooting, and root cause analysis to ensure positive customer feedback. This role involves resolving complex incidents, updating the knowledge base, training new hires, and collaborating with support teams to maintain seamless operations and security.

Responsibilities

Adhere to quality standards, regulatory requirements, and company policies.
Provide support for complex incidents escalated by analysts.
Perform root cause analysis and implement solutions for technical and security issues.
Engage in value-adding activities such as knowledge base updates, training freshers, and coaching analysts.
Resolve complex tickets within agreed SLAs.
Collaborate with other support teams for seamless operations and security posture.
Ensure positive customer experience and CSAT through First Call Resolution, minimal rejected resolutions/reopen cases, and mitigating security threats.

Requirements

Advanced technical support experience
Troubleshooting skills
Root cause analysis skills
Experience with complex incidents
Knowledge base management
Training and coaching abilities
Ability to resolve tickets within SLAs
Collaboration with support teams
Focus on customer experience and CSAT
Mitigation of security threats

Benefits

Supercharge your potential
Find your career
Find your spark
Work at a place that puts people first
Global technology company with over 230,000 people across 60 countries
Industry-leading capabilities centered around digital, engineering, cloud and AI
Broad portfolio of technology services and products
Work with clients across all major verticals (Financial Services, Manufacturing, Life Sciences and Healthcare, Technology and Services, Telecom and Media, Retail and CPG, Public Services)

#Support#Operations#Technical Support#Troubleshooting#Root Cause Analysis#Customer Feedback#Quality Standards#Regulatory Requirements#Company Policies#Incidents#Solutions#Technical Issues#Security Issues#Knowledge Base#Training#Coaching#SLAs#Seamless Operations#Security Posture#Customer Experience#CSAT#First Call Resolution#Rejected Resolutions#Reopen Cases#Security Threats

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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