Sr Administrator (Support & Operations)

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

In short

To offer advanced technical support, troubleshooting, and root cause analysis to ensure positive customer feedback. This role involves resolving complex incidents, updating the knowledge base, and collaborating with other teams to maintain seamless operations and security posture.

Responsibilities

Adhere to quality standards, regulatory requirements, and company policies.
Provide support for complex incidents, perform root cause analysis, and implement solutions for technical and 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.
Ensure positive customer experience and high CSAT through First Call Resolution and mitigating security threats.

Requirements

Advanced technical support
Troubleshooting
Root cause analysis
Handling complex incidents
Resolving technical & security issues
Knowledge base update & management
Training freshers
Coaching analysts
Resolving complex tickets within agreed SLAs
Collaboration with other support teams
Ensuring positive customer experience
Ensuring CSAT
First Call Resolution
Minimizing rejected resolutions / reopen Cases
Mitigating security threats

Benefits

Supercharge your potential at HCLTech
Find your career
Find your spark
A place that puts its people first
Global technology company
Work with clients across all major verticals

#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#support teams#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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