Sr Administrator (Support & Operations)
Technology, Data & Digital · IT Infrastructure & Security · IT Support · Technical Support · Systems Engineering
In short
Provide advanced technical support, troubleshooting, and root cause analysis to ensure positive customer feedback. Responsibilities include resolving complex incidents, updating knowledge bases, and collaborating with support teams to maintain seamless operations and security. Focus on ensuring a positive customer experience and 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 like knowledge base updates, training new hires, and coaching analysts.
- Resolve complex tickets within agreed SLAs and collaborate with other support teams for seamless operations & security.
- Ensure positive customer experience and CSAT through First Call Resolution, minimizing rejected resolutions/reopened cases, and mitigating security threats.
Requirements
- Advanced technical support skills
- Troubleshooting expertise
- Root cause analysis capabilities
- Adherence to quality standards, regulatory requirements, and company policies
- Experience resolving complex incidents and tickets within SLAs
- Collaboration with other support teams
- Focus on First Call Resolution and CSAT
- Security threat mitigation
Benefits
- Supercharge your potential
- Find your career
- Find your spark
- A place that puts its people first
- Global technology company with 223,000+ people across 60 countries
- Industry-leading capabilities in digital, engineering, cloud, and AI
- Work with clients across major verticals including Financial Services, Manufacturing, Life Sciences and Healthcare, Technology and Services, Telecom and Media, Retail and CPG, and Public Services.
#Support#Operations#Administrator
Company
HCLTech
Job Posted
2 weeks ago
Employment Type
Full Time
WorkMode
On Site
Experience Level
Mid-Senior
Locations
Bengaluru, India
Applicants
Be an early applicant