The Job

Senior Administrator - Monitoring Tools, Event Monitoring

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

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In short

The Sr. Administrator in Support & Operations role involves providing advanced technical support and operational excellence. Responsibilities include troubleshooting complex incidents, conducting root cause analysis, and managing system performance and security alerts using monitoring tools. The position also focuses on enhancing team performance and customer satisfaction.

Responsibilities

  • Provide advanced technical support by analyzing and troubleshooting complex incidents using monitoring tools and event management systems, ensuring timely resolution and adherence to SLAs.
  • Conduct root cause analysis for escalated incidents, implementing effective solutions to resolve technical and security issues in collaboration with cross-functional teams.
  • Engage in value-adding activities such as updating and managing the knowledge base, training new team members, and coaching analysts to enhance team performance.
  • Monitor system performance and security alerts through integrated command center tools, ensuring proactive incident management and seamless operations.
  • Drive positive customer experiences by achieving first call resolution and actively managing ticket resolutions to minimize reopens and enhance overall CSAT scores.

Requirements

  • Advanced proficiency in monitoring and event management tools.
  • Strong understanding of IT support processes and incident management frameworks.
  • Familiarity with security best practices and technical troubleshooting methodologies.
  • Excellent analytical and problem-solving skills, with the ability to work under pressure.
  • Effective communication and collaboration skills to liaise with multiple support teams.

Benefits

  • ITIL Foundation Certification (Optional But Valuable)
  • Relevant Technical Certifications In Monitoring Tools Or Network Operations (Optional But Valuable)
#IT#Support#Operations#Monitoring#Event Monitoring#Incident Management#Troubleshooting#Root Cause Analysis#Noida#India
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Company

HCLTech

Job Posted

2 weeks ago

Employment Type

Full Time

WorkMode

On Site

Experience Level

Senior

Locations

Noida, India

Applicants

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