Lead Administrator (Support &Operations)

HCL Technologies Limited; Hyderabad; On-site; INR 700,000 - 1,100,000; Full time

Job summary

HCL Technologies Limited in Hyderabad, Telangana is seeking a Lead Administrator (Support & Operations) to diagnose and resolve complex technical issues impacting business operations.

You will champion ITIL, security, and data privacy, provide incident support and root cause analysis, and mentor junior analysts while delivering training programs for freshers, ensuring fast, secure resolutions and high CSAT.

Qualifications

• Experience with ITIL processes and security best practices.
• Ability to perform root cause analysis on complex incidents.
• Experience mentoring analysts and delivering training programs.
• Strong focus on customer satisfaction and incident resolution.

Responsibilities

• Champion ITIL, security, and data privacy to deliver high-quality solutions.
• Support complex incidents, perform root cause analysis, and implement fixes.
• Maintain a knowledge base and mentor junior analysts; deliver training.
• Contribute to high CSAT with fast, accurate, secure resolutions.
• Identify and address potential security vulnerabilities to protect data.

Skills

ITIL framework

Incident management

Root cause analysis

Mentoring

Training delivery

Tools

Knowledge base software

Job description

Lead Administrator (Support &Operations) - Hyderabad, Telangana, India

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

• 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 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 .
• 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.

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 $14.8 billion.