Sr Administrator (Support & Operations)

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

Job summary

HCLTech is seeking an experienced technical support professional to troubleshoot complex incidents and perform root cause analysis, ensuring positive customer feedback. The role emphasizes knowledge base updates, training freshers, and coaching analysts to uphold quality standards and strong security posture.

The incumbent will resolve tickets within SLAs, collaborate across support teams, and strive for First Call Resolution while mitigating security threats and ensuring a smooth customer

Qualifications

• Support for complex incidents, escalated by analysts, perform root cause analysis, and implement solutions.
• Adhere to quality standards, regulatory requirements and company policies.
• Collaborate with teams to ensure seamless operations and security posture.

Responsibilities

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

Skills

Technical support

Troubleshooting

Root cause analysis

Customer service

Escalation 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 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.