Senior Administrator - Critical Incident Management

Technology, Data & Digital · Software & Web Development · Software Engineering · IT Support

In short

The Senior Administrator - Critical Incident Management role focuses on enhancing operational efficiency through the development and maintenance of automation tools, specializing in asset management and ITIL processes. This position requires strong proficiency in critical incident management, ITIL frameworks, and various service desk tools to resolve technical and security issues effectively.

Responsibilities

Provide advanced technical support for critical incidents using ITIL methodologies and conducting root cause analysis.
Collaborate with analysts to address escalated incidents, ensuring timely resolution within agreed SLAs.
Manage and update the knowledge base, document solutions and best practices, and train new team members.
Implement proactive measures to enhance operational security and mitigate risks.
Drive positive customer experiences by achieving first call resolution targets and minimizing rejected resolutions.

Requirements

Strong proficiency in Critical Incident Management and ITIL frameworks.
In-depth knowledge of Snow Administration, BMC Remedy, CA Service Desk, and Avanti Tools.
Excellent problem-solving skills and ability to analyze complex technical issues.
Solid understanding of service quality standards and operational best practices.

Desired Qualifications

ITIL Foundation Certification is recommended but not mandatory.
Relevant certifications in Service Desk Management or Incident Management are optional but valuable.

Benefits

Supercharge your potential at HCLTech.
Find your career and spark at a company that puts people first.
Global technology company with over 230,000 employees across 60 countries.

Skills

Critical Incident ManagementITILSnow AdministrationBMC RemedyCA Service DeskAvanti ToolsService Desk Management

#Critical Incident Management#ITIL#Snow Administration#BMC Remedy#CA Service Desk#Avanti Tools

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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