The Job

Sr Administrator (Support & Operations)

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

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I korthet

The Sr Administrator (Support & Operations) role in Lucknow, India, focuses on providing advanced technical support and root cause analysis to ensure customer satisfaction. Key responsibilities include handling complex incidents, maintaining knowledge bases, and collaborating with support teams to uphold operational and security standards.

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, minimal rejected resolutions/reopened cases, and mitigating security threats.
#IT Support#Operations#Technical Support#Troubleshooting#Root Cause Analysis
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Företag

HCLTech

Publicerade jobb

för 9 timmar sedan

Anställningstyp

Heltid

Arbetsform

På plats

Erfarenhetsnivå

Mellannivå

Platser

Lucknow, India

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