Sr Administrator (Support & Operations)
Technology, Data & Digital · IT Infrastructure & Security · IT Support · Technical Support · Cybersecurity
In short
To offer advanced technical support, troubleshooting, and root cause analysis to ensure positive customer feedback. This role involves resolving complex incidents, managing knowledge bases, and collaborating with support teams to maintain 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 like Knowledge base update & management, training freshers, and coaching analysts.
- 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/reopened cases, and mitigating security threats.
#Administrator#Support#Operations#Technical Support#Troubleshooting#Root Cause Analysis#Security
Company
HCLTech
Job Posted
1 month ago
Employment Type
Full Time
WorkMode
On Site
Experience Level
Mid-Senior
Locations
Gautam Buddha Nagar, India
Applicants
Be an early applicant