Sr Administrator (Support & Operations)

HCLTech; Indi; On-site; INR 600,000 - 900,000; Full time

Job summary

HCL Technologies Limited is seeking a Sr Administrator (Support & Operations) to provide advanced technical support, perform root cause analysis, and ensure customer satisfaction. You will handle complex incidents, coach analysts, and contribute to knowledge base updates to improve service quality.

The role emphasizes adherence to quality standards, collaboration across teams, and maintaining strong security posture while delivering timely resolutions.

Qualifications

• Experience in advanced technical support and root cause analysis.
• Ability to update and manage knowledge bases.
• Experience coaching freshers and analysts.
• Strong focus on CSAT and first call resolution.

Responsibilities

• Adhere to quality standards, regulatory requirements and policies.
• Support complex incidents escalated by analysts; perform root cause analysis and implement fixes for technical & security issues.
• Contribute to knowledge base updates and trainer activities for freshers.
• Resolve complex tickets within SLAs and collaborate with other teams for seamless operations & security posture.
• Ensure positive customer experience and CSAT via First Call Resolution and minimizing escalations.

Skills

Root cause analysis

Knowledge base

Incident management

Coaching analysts

Customer support

Job description

Career Opportunities: Sr Administrator (Support & Operations) (191175)

Requisition ID191175-Posted11/09/2026

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.