The Job

Senior Administrator - Monitoring Tools, Event Monitoring

Teknik, data och digitalt

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I korthet

As a Senior Administrator in Support & Operations, you will provide advanced technical support by analyzing and troubleshooting complex incidents using monitoring and event management tools. You will conduct root cause analysis, manage system performance, and drive positive customer experiences through effective ticket resolutions.

Ansvarsområden

  • 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.

Krav

  • 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.

Önskade kvalifikationer

  • ITIL Foundation Certification (Optional But Valuable).
  • Relevant Technical Certifications In Monitoring Tools Or Network Operations (Optional But Valuable).

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.
#IT Support#Operations#Monitoring#Event Monitoring#Incident Management#Root Cause Analysis#Knowledge Base#System Performance#Security Alerts#Customer Experience#ITIL
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Företag

HCLTech

Publicerade jobb

för 2 veckor sedan

Anställningstyp

Heltid

Arbetsform

På plats

Erfarenhetsnivå

Senior

Platser

Noida, India

Sökande

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