The Job

Lead Administrator (Support & Operations)

Teknik, data och digitalt · IT-infrastruktur och säkerhet · IT-support · Teknisk support · Mjukvaruutveckling

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I korthet

HCLTech seeks a Lead Administrator in Chennai, Tamil Nadu, to resolve complex technical issues, enhance customer feedback, and champion ITIL and security standards. Responsibilities include incident management, root cause analysis, knowledge base maintenance, mentoring junior staff, and training new hires to ensure high customer satisfaction and data protection.

Ansvarsområden

  • Champion ITIL, security, and data privacy to offer high-quality, well-documented solutions, minimizing risks and maximizing customer satisfaction.
  • Provide support for complex incidents escalated by analysts, perform root cause analysis, and implement solutions to resolve technical & security issues.
  • Maintain a comprehensive Knowledge base.
  • Act as a mentor to junior analysts.
  • Deliver training programs for freshers, equipping them with essential skills to become productive.
  • Contribute to a positive customer experience and high CSAT scores by providing fast, accurate, and secure resolutions, fostering customer trust and satisfaction.
  • Proactively identify and address potential security vulnerabilities to protect customer data and prevent security incidents.

Krav

  • Diagnosis and resolution of complex technical issues impacting business operations.
  • Facilitation of root cause analysis.
  • Enhancement of customer feedback for support operations.
  • Adherence to ITIL, security, and data privacy standards.
  • Support for complex incidents escalated by analysts.
  • Implementation of solutions to resolve technical & security issues.
  • Maintenance of a comprehensive Knowledge base.
  • Mentoring of junior analysts.
  • Delivery of training programs.
  • Ensuring fast, accurate, and secure resolutions.
  • Proactive identification and addressing of potential security vulnerabilities.

Förmåner

  • Supercharge your potential.
  • Find your career.
  • Find your spark.
  • A place that knows that helping its customers stay on top starts by putting its people first.
  • Global technology company.
  • Home to more than 223,000 people across 60 countries.
  • Delivering industry-leading capabilities centered around digital, engineering, cloud and AI.
  • Powered by a broad portfolio of technology services and products.
  • Work with clients across all major verticals.
#ITIL#security#data privacy#incident management#root cause analysis#knowledge base#mentoring#training#customer satisfaction#security vulnerabilities
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Företag

HCLTech

Publicerade jobb

för 1 månad sedan

Anställningstyp

Heltid

Arbetsform

På plats

Erfarenhetsnivå

Mellannivå

Platser

Chennai, India

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