Sr Administrator (Support & Operations)

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

In short

To offer advanced technical support, troubleshooting and root cause analysis to ensure positive customer feedback. Key responsibilities include adhering to quality standards, resolving complex incidents, and collaborating with other support teams to ensure seamless operations and security posture.

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 to resolve technical & security issues.
Work on value adding activities such Knowledge base update & management, training freshers, coaching analyst.
Resolve complex tickets within agreed SLAs and collaborate with other support teams to ensure seamless operations & security posture.
Ensure positive customer experience and CSAT through First Call Resolution, minimum rejected resolutions / reopen Cases and mitigating 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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