SeniorAdministrator - Monitoring Tools, Event Monitoring

HCL Technologies Limited; Gautam Buddha Nagar; Presencial; INR 600.000 - 900.000; Jornada completa

Descripción de la vacante

HCL Technologies Limited in India seeks a Senior Administrator for Monitoring Tools and Event Monitoring to deliver advanced technical support and maintain operational excellence in Support & Operations.

You will troubleshoot complex incidents, perform root cause analyses, coach junior analysts, and collaborate with cross-functional teams to reduce escalations and improve CSAT while ensuring compliance with quality standards.

Formación

• Advanced proficiency in monitoring and event management tools.
• Strong understanding of IT support processes and incident management.
• Familiarity with security best practices and troubleshooting methodologies.
• Excellent analytical and problem-solving skills under pressure.
• Effective communication and collaboration across multiple support teams.

Responsabilidades

• Provide advanced technical support by analyzing and troubleshooting complex incidents using monitoring tools and event management systems, ensuring timely resolution and adherence to SLAs.
• Conduct root cause analysis for escalated incidents, implementing effective solutions to resolve technical and security issues in collaboration with cross-functional teams.
• Engage in value-adding activities such as updating and managing the knowledge base, training new team members, and coaching analysts to enhance team performance.
• Monitor system performance and security alerts through integrated command center tools, ensuring proactive incident management and seamless operations.
• Drive positive customer experiences by achieving first call resolution and actively managing ticket resolutions to minimize reopens and CSAT impact.

Conocimientos

Monitoring Tools

Incident Management

Root Cause Analysis

Troubleshooting

Communication

Educación

ITIL Foundation Certification

Descripción del empleo

SeniorAdministrator - Monitoring Tools, Event Monitoring SeniorAdministrator - Monitoring Tools, Event Monitoring India Job Description SeniorAdministrator - Monitoring Tools, Event Monitoring Gautam Buddha Nagar, Uttar Pradesh

Job Summary

The Sr Administrator in Support & Operations plays a crucial role in delivering advanced technical support and operational excellence. This position is responsible for troubleshooting complex incidents, conducting root cause analysis, and implementing effective solutions. By ensuring adherence to quality standards and regulatory requirements, the role significantly contributes to customer satisfaction and the overall security posture of the organization.

Key Responsibilities

• 1. Provide Advanced Technical Support By Analyzing And Troubleshooting Complex Incidents Using Monitoring Tools And Event Management Systems, Ensuring Timely Resolution And Adherence To Slas.
• 2. Conduct Root Cause Analysis For Escalated Incidents, Implementing Effective Solutions To Resolve Technical And Security Issues In Collaboration With Cross-Functional Teams.
• 3. Engage In Value-Adding Activities Such As Updating And Managing The Knowledge Base, Training New Team Members, And Coaching Analysts To Enhance Team Performance.
• 4. Monitor System Performance And Security Alerts Through Integrated Command Center Tools, Ensuring Proactive Incident Management And Seamless Operations.
• 5. Drive Positive Customer Experiences By Achieving First Call Resolution And Actively Managing Ticket Resolutions To Minimize Reopens And Enhance Overall Csat Scores.

Skill Requirements

• 1. Advanced Proficiency In Monitoring And Event Management Tools.
• 2. Strong Understanding Of It Support Processes And Incident Management Frameworks.
• 3. Familiarity With Security Best Practices And Technical Troubleshooting Methodologies.
• 4. Excellent Analytical And Problem-Solving Skills, With The Ability To Work Under Pressure.
• 5. Effective Communication And Collaboration Skills To Liaise With Multiple Support Teams.

Other Requirements

• 1. Itil Foundation Certification (Optional But Valuable).
• 2. Relevant Technical Certifications In Monitoring Tools Or Network Operations (Optional But Valuable)

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 230,000 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 September2026totaled $14.8billion.

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