Sr Administrator (Support & Operations)

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HCLTech is seeking a Sr Administrator (Support & Operations) in Bengaluru, India. This role involves providing advanced technical support, troubleshooting complex incidents, performing root cause analysis, and ensuring adherence to SLAs and quality standards. The ideal candidate will contribute to value-adding activities like knowledge base management and training, while focusing on positive customer experiences and mitigating security threats.

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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#support#operations#administration#technical support#troubleshooting#root cause analysis#SLA#customer satisfaction#security#Bengaluru