Sr Administrator (Support & Operations)

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HCLTech is seeking a Sr Administrator (Support & Operations) in Madurai, Tamil Nadu, India. This role involves providing advanced technical support, troubleshooting, and root cause analysis to ensure customer satisfaction and resolve complex incidents. Responsibilities include adhering to quality standards, updating the knowledge base, training junior analysts, and collaborating with other teams to maintain seamless operations and security.

Job Summary

To offer advanced technical support , troubleshooting and doing root cause analysis to ensure positive customer feedback.

Key Responsibilities

1. To adhere to quality standards, regulatory requirements and company policies.
2. To provide support for complex incidents, escalated by analysts, perform root cause analysis, and implement solutions to resolve technical & security issues.
3. To work on value adding activities such Knowledge base update & management, training freshers, coaching analyst.
4. To resolve complex tickets within agreed SLAs and collaborate with other support teams to ensure seamless operations & security posture.
5. To ensure positive customer experience and CSAT through First Call Resolution , minimum rejected resolutions / reopen Cases and mitigating security threats.

Skill Requirements

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Other Requirements

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