Lead Administrator (Support &Operations)

HCL Technologies Limited; Gautam Buddha Nagar; Vor Ort; INR 600.000 - 900.000; Vollzeit

Zusammenfassung

HCLTech in India (Gautam Buddha Nagar, Uttar Pradesh) seeks a Lead Administrator (Support & Operations) to diagnose and resolve complex technical issues impacting business operations, facilitate root cause analysis and improve customer feedback for support operations.

Key responsibilities include championing ITIL, security and data privacy, supporting complex incidents, mentoring junior analysts, delivering training for freshers, and driving CSAT through fast, accurate, and secure resolutions

Qualifikationen

• Experience diagnosing and resolving complex technical issues impacting operations.
• Knowledge of ITIL, security and data privacy best practices.
• Ability to mentor junior analysts and deliver training to new hires.

Aufgaben

• To champion ITIL, security, and data privacy to offer high-quality, well-documented solutions, minimizing risks and maximizing customer satisfaction.
• To provide support for complex incidents, escalated by analysts, perform root cause analysis, and implement solutions to resolve technical & security issues.
• To work on value adding activities such as maintaining 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.
• To contribute to a positive customer experience and high CSAT scores by providing fast, accurate, and secure resolutions, fostering customer trust and satisfaction.
• To proactively identify and address potential security vulnerabilities to protect customer data and prevent security incidents.

Kenntnisse

ITIL knowledge

Security awareness

Data privacy

Root cause analysis

Mentoring

Training delivery

Jobbeschreibung

Lead Administrator (Support &Operations) Lead Administrator (Support &Operations) India Job Description Lead Administrator (Support &Operations) Gautam Buddha Nagar,Uttar Pradesh

Job Summary

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.

Why HCLTech?

At HCLTech, you'll supercharge your potential. You'll find your career. And you'll find your spark. All at a place that knows that helping its customers stay on top starts by putting its people first.

HCLTech is a global technology company, home to more than 223,000 people across 60 countries, delivering industry-leading capabilities centered around digital, engineering, cloud and AI, powered by a broad portfolio of technology services and products. We work with clients across all major verticals, providing industry solutions for Financial Services, Manufacturing, Life Sciences and Healthcare, Technology and Services, Telecom and Media, Retail and CPG, and Public Services. Consolidated revenues as of 12 months ending June 2026totaled $14.8billion.