Lead Administrator (Tools & Automation)

HCL Technologies Limited; Lucknow; On-site; INR 300,000 - 600,000; Full time

Job summary

HCL Technologies Limited in India seeks a proactive support specialist to diagnose and resolve complex technical issues impacting business operations. You will champion ITIL, security, and data privacy while delivering well-documented solutions that minimize risk and maximize customer satisfaction.

Key duties include supporting escalated incidents, performing root cause analysis, maintaining a comprehensive knowledge base, mentoring junior analysts, and delivering training for freshers.

Qualifications

• Experience championing ITIL, security and data privacy in support operations.
• Ability to support complex incidents and perform root cause analysis.
• Maintain a comprehensive knowledge base and mentor junior analysts.
• Deliver training programs for freshers to build essential skills.
• Contribute to CSAT with fast, accurate, and secure resolutions.

Responsibilities

• Champion ITIL, security, and data privacy to offer high-quality, well-documented solutions, minimizing risks and maximizing customer satisfaction.
• Provide support for complex incidents escalated by analysts, perform root cause analysis, and implement solutions to resolve technical & security issues.
• Maintain a comprehensive Knowledge base, mentor junior analysts, and deliver training programs for freshers.
• 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 security incidents.

Skills

ITIL

Security

Data privacy

Root cause analysis

Knowledge base

Mentoring

Training

Job description

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.

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.