Administrator (Support & Operations)

HCL Technologies Limited; Taguig; On-site; PHP 279,000 - 391,000; Full time

Job summary

Sapsf in Manila seeks an Administrator (Support & Operations) to independently resolve tickets, provide on-call support, and analyze root causes to boost customer satisfaction. The role focuses on adhering to quality standards, regulatory requirements, and company policies while handling escalations and knowledge-base updates.

The successful candidate will train freshers, coach analysts, and strive for First Call Resolution with minimal reopenings, within defined SLAs.

Responsibilities

• To adhere to quality standards, regulatory requirements and company policies.
• To provide support for on call escalations and doing root cost analysis of given issue.
• Work on value adding activities such Knowledge base update & management, Training freshers, coaching analysts.
• To independently resolve tickets within agreed SLA of ticket volume and time.
• To ensure positive customer experience and CSAT through First Call Resolution and minimum rejected resolutions / Reopen Cases.

Job description

Career Opportunities: Administrator (Support & Operations) (164247)

Requisition ID164247-Posted09/22/2026

To independently resolve tickets, provide on call support and doing root cause analysis to ensure positive customer feedback.

Key Responsibilities

1. 1. To adhere to quality standards, regulatory requirements and company policies.
2. 2. To provide support for on call escalations and doing root cost analysis of given issue.
3. 3. Work on value adding activities such Knowledge base update & management, Training freshers, coaching analysts.
4. 4. To independently resolve tickets within agreed SLA of ticket volume and time.
5. 5. To ensure positive customer experience and CSAT through First Call Resolution and minimum rejected resolutions / Reopen Cases.