Sr Administrator (Support & Operations)

Technology, Data & Digital · IT Infrastructure & Security · Database Administration · Systems Engineering

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HCLTech is seeking a Sr Administrator (Support & Operations) in Vijayawada, India. This role involves providing advanced technical support, troubleshooting complex incidents, and performing root cause analysis to ensure customer satisfaction and maintain security posture. Responsibilities include adhering to quality standards, managing tickets within SLAs, and contributing to knowledge base updates and training.

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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