Sr Administrator (Support & Operations)
Teknik, data och digitalt · IT-infrastruktur och säkerhet · IT-support · Mjukvaruutveckling
I korthet
We are seeking a Sr Administrator (Support & Operations) in Nagpur, Maharashtra, to provide advanced technical support, conduct root cause analysis, and ensure positive customer feedback. This role involves resolving complex incidents, collaborating with teams, and maintaining 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 & security issues.
- Contribute to value-adding activities such as knowledge base updates, training freshers, and coaching analysts.
- Resolve complex tickets within agreed SLAs.
- Collaborate with other support teams to ensure seamless operations and security posture.
- Ensure positive customer experience and CSAT through First Call Resolution, minimum rejected resolutions/reopen Cases, and mitigating security threats.
Krav
- Advanced technical support experience.
- Proficiency in troubleshooting and root cause analysis.
- Experience with incident management and resolution.
- Familiarity with quality standards, regulatory requirements, and company policies.
- Ability to collaborate with cross-functional teams.
- Understanding of SLAs and their importance.
- Knowledge of customer experience and CSAT metrics.
- Experience in mitigating security threats.
Förmåner
- Supercharge your potential at HCLTech.
- Find your career and spark at a company that prioritizes its people.
- Be part of a global technology company with a presence in 60 countries.
- Work with industry-leading capabilities in digital, engineering, cloud, and AI.
- Opportunities to work across diverse verticals including Financial Services, Manufacturing, Life Sciences, Healthcare, Technology and Services, Telecom and Media, Retail and CPG, and Public Services.
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Företag
HCLTech
Publicerade jobb
för 2 veckor sedan
Anställningstyp
Heltid
Arbetsform
På plats
Erfarenhetsnivå
Mellannivå
Platser
Nagpur, India
Sökande
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