Sr Administrator (Support & Operations)

HCL Technologies Limited; Dadri; On-site; INR 300,000 - 480,000; Full time

Job summary

HCLTech is looking for a proactive Technical Support Analyst to troubleshoot complex incidents and perform root cause analysis to protect customers' security and satisfaction.

The role includes updating the knowledge base, training freshers, and coaching analysts while ensuring incident resolutions within SLAs and contributing to a strong CSAT score.

Qualifications

• Experience in technical support and incident resolution.
• Ability to perform root cause analysis and implement fixes.
• Familiarity with knowledge base maintenance and training.

Responsibilities

• Adhere to quality standards, regulatory requirements and company policies.
• Provide support for complex incidents escalated by analysts; perform root cause analysis and implement solutions.
• Update knowledge base, train freshers and coach analysts.
• Resolve complex tickets within SLAs and collaborate with other teams for secure operations.
• Ensure positive customer experience and CSAT through First Call Resolution and reducing escalations.

Skills

Root cause analysis

Knowledge base management

Training freshers

Incident management

Job description

To offer advanced technical support , troubleshooting and doing root cause analysis to ensure positive customer feedback.

Key Responsibilities

• 1. To adhere to quality standards, regulatory requirements and company policies.
• 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 Knowledge base update & management, training freshers, coaching analyst.
• 4. To resolve complex tickets within agreed SLAs and collaborate with other support teams to ensure seamless operations & security posture.
• 5. To ensure positive customer experience and CSAT through First Call Resolution , minimum rejected resolutions / reopen Cases and mitigating security threats.

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.