The Job

Senior Administrator - Monitoring Tools, Event Monitoring

Teknik, data och digitalt · Mjukvaru- och webbutveckling · QA och testning

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I korthet

The Sr Administrator in Support & Operations is responsible for advanced technical support, troubleshooting complex incidents using monitoring and event management tools, and conducting root cause analysis. This role also involves updating the knowledge base, training new team members, monitoring system performance and security alerts, and driving positive customer experiences.

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

HCLTech

Publicerade jobb

för 2 veckor sedan

Anställningstyp

Heltid

Arbetsform

På plats

Erfarenhetsnivå

Senior

Platser

Noida, India

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