Lead Administrator (Support &Operations)

HCLTech; São Paulo; On-site; BRL 90,000 - 150,000; Full time

Job summary

HCL Technologies Limited is seeking a Lead Administrator (Support & Operations) in São Paulo, Brazil. The role focuses on diagnosing and resolving complex technical issues impacting business operations, driving root cause analysis, and enhancing customer feedback for support operations.

You will champion ITIL, security, and data privacy, provide escalated incident support, mentor analysts, and deliver training programs to upskill freshers, while maintaining a positive customer experience and

Qualifications

• Experience applying ITIL practices to support operations.
• Knowledge of security and data privacy considerations in support environments.
• Ability to perform root cause analysis and document findings clearly.

Responsibilities

• Champion ITIL, security and data privacy to deliver high‑quality, documented solutions.
• Provide advanced support for complex incidents and perform root cause analysis.
• Mentor junior analysts and deliver training programs for new hires.
• Contribute to a positive CSAT by delivering fast, accurate, secure resolutions.
• Identify and address potential security vulnerabilities to protect customer data.

Skills

ITIL

Security

Data privacy

Root cause analysis

Knowledge base

Mentoring

Training

Job description

Career Opportunities: Lead Administrator (Support &Operations) (187957)

Requisition ID187957-Posted11/09/2026

To diagnose and resolve complex technical issues impacting business operations,facilitate root cause analysis, and enhance customer feedback for support operations.

Key Responsibilities

• 1. To champion ITIL, security, and data privacy to offer high-quality, well-documented solutions, minimizing risks and maximizing customer satisfaction.
• 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 as maintainenace of a comprehensive Knowledge base , act as a mentor to junior analysts,and deliver training programs for freshers, equipping them with essential skills to become productive .
• 4. To contribute to a positive customer experience and high CSAT scores by providing fast, accurate, and secure resolutions, fostering customer trust and satisfaction.
• 5. To proactively identify and address potential security vulnerabilities to protect customer data and prevent security incidents.