Lead Administrator (Support &Operations)

HCL Technologies Limited; Nagpur District; On-site; INR 900,000 - 1,300,000; Full time

Job summary

HCLTech lead administrator (Support & Operations) in Nagpur, Maharashtra, diagnoses and resolves complex tech issues impacting business ops and drives enhanced feedback for support operations.

He/she champions ITIL, security, and data privacy, provides incident support, mentors analysts, and delivers training to freshers, ensuring fast, accurate, and secure resolutions while protecting customer data and boosting CSAT.

Qualifications

• Diagnose and resolve complex technical issues impacting business operations.
• Champion ITIL, security, and data privacy to reduce risk and improve customer satisfaction.
• Mentor junior analysts and deliver training programs for freshers to boost productivity.

Responsibilities

• Champion ITIL, security, and data privacy to offer high-quality, well-documented solutions.
• Provide support for complex incidents, perform root cause analysis, and implement solutions to resolve technical and security issues.
• Maintain a comprehensive Knowledge base and deliver training programs for freshers, equipping them with essential skills to become productive.
• Contribute to a positive customer experience and high CSAT scores by providing fast, accurate, and secure resolutions.
• Proactively identify and address potential security vulnerabilities to protect customer data and prevent incidents.

Skills

ITIL

Security

Data privacy

Root cause analysis

Knowledge base maintenance

Mentoring

Training programs

Incident support

CSAT focus

Job description

Lead Administrator (Support &Operations) Lead Administrator (Support &Operations) India Job Description Lead Administrator (Support &Operations) Nagpur,Maharashtra

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.

Skill Requirements

Other Requirements

Information at a Glance

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.