The Job

Sr Administrator (Support & Operations)

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

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I korthet

This role requires an experienced administrator to provide advanced technical support, troubleshooting, and root cause analysis to ensure customer satisfaction. Key responsibilities include adhering to quality standards, resolving complex incidents within SLAs, and collaborating with other teams to maintain seamless operations and security posture.

Ansvarsområden

  • Adhere to quality standards, regulatory requirements, and company policies.
  • Provide support for complex incidents escalated by analysts.
  • Perform root cause analysis and implement solutions for technical and security issues.
  • Engage in value-adding activities such as knowledge base updates, training new hires, and coaching analysts.
  • Resolve complex tickets within agreed SLAs.
  • Collaborate with other support teams for seamless operations and security posture.
  • Ensure positive customer experience and CSAT through First Call Resolution, minimum rejected resolutions/reopened cases, and mitigating security threats.

Krav

  • Advanced technical support skills.
  • Troubleshooting and root cause analysis capabilities.
  • Ability to resolve complex tickets within agreed SLAs.
  • Knowledge of quality standards and regulatory requirements.
  • Experience in collaborating with other support teams.
  • Focus on customer satisfaction (CSAT) and First Call Resolution.
  • Skills in mitigating security threats.

Förmåner

  • Supercharge your potential.
  • Find your career.
  • Find your spark.
  • Work at a place that knows that helping its customers stay on top starts by putting its people first.
  • Be part of a global technology company with over 223,000 people across 60 countries.
  • Deliver industry-leading capabilities centered around digital, engineering, cloud, and AI.
  • Work with clients across all major verticals, including Financial Services, Manufacturing, Life Sciences and Healthcare, Technology and Services, Telecom and Media, Retail and CPG, and Public Services.
#support#operations#administration#technical support#troubleshooting#root cause analysis#SLA#IT security
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Företag

HCLTech

Publicerade jobb

för 2 veckor sedan

Anställningstyp

Heltid

Arbetsform

På plats

Erfarenhetsnivå

Senior

Platser

Hyderabad, India

Sökande

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