Lead Administrator (Support &Operations)

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

In short

To diagnose and resolve complex technical issues impacting business operations, facilitate root cause analysis and enhance customer feedback for support operations. This role involves championing ITIL, security, and data privacy to offer high-quality solutions and protect customer data.

Responsibilities

Champion ITIL, security, and data privacy for high-quality, well-documented solutions.
Provide support for complex incidents escalated by analysts.
Perform root cause analysis and implement solutions for technical and security issues.
Maintain a comprehensive knowledge base.
Act as a mentor to junior analysts and deliver training programs for freshers.
Contribute to a positive customer experience and high CSAT scores with fast, accurate, and secure resolutions.
Proactively identify and address potential security vulnerabilities.

Requirements

ITIL knowledge
Security best practices
Data privacy principles
Experience in diagnosing and resolving complex technical issues
Experience in root cause analysis
Experience in maintaining a knowledge base
Experience in mentoring junior analysts
Experience in delivering training programs
Understanding of customer satisfaction metrics (CSAT)
Ability to protect customer data and prevent security incidents

Benefits

Supercharge your potential
Find your career
Find your spark
Work at a place that puts its people first

#ITIL#security#data privacy#incident management#root cause analysis#knowledge base management#mentoring#training#customer satisfaction#CSAT#security vulnerabilities#customer data protection

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…

See all open jobs at HCLTech Read more about HCLTech Website