Sr Administrator (Support & Operations)

To offer advanced technical support, troubleshooting and doing root cause analysis to ensure positive customer feedback.

Key Responsibilities

• Adhere to quality standards, regulatory requirements and company policies.
• Provide support for complex incidents, escalated by analysts, perform root cause analysis, and implement solutions to resolve technical and security issues.
• Work on value adding activities such as knowledge base update and management, training freshers, and coaching analysts.
• Resolve complex tickets within agreed SLAs and 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.

HCLTech is a global technology company offering comprehensive benefits that support professional growth and well being. When you sign up for a career with us, you gain access to:

• Personal time off
• Maternity and paternity benefits
• Access to skills and higher education programs/resources
• Discounts on products and services via Benefit Box
• Participation in CSR programs and live life with a purpose
• Opportunities to grow and advance your career

Note: The benefits listed above vary depending on the nature of your employment and the country where you work. Some benefits may be available in some countries but not in all.

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