Lead Administrator (Support &Operations)

HCL Technologies Limited; Taguig; On-site; PHP 700,000 - 1,000,000; Full time

Job summary

HCL Technologies Limited in Taguig invites applications for Lead Administrator (Support & Operations) to manage Major Incident Management, oversee escalation calls, and drive post-incident reviews to restore services quickly.

This role requires coordinating 24/7 coverage on a rotating schedule, delivering on SLA targets, updating knowledge bases, coaching freshers, and ensuring a positive CSAT through First Call Resolution.

Qualifications

• Experience in major incident management and 24x7 support.
• Experience conducting post-incident reviews (PIR).
• Knowledge base updates and training of freshers.

Responsibilities

• Coordinate resolution of critical Major Incidents and lead incident resolution calls.
• Lead conference calls to assemble service owners and technical resources for investigation and recovery.
• Provide on-call escalation support and perform root cause analysis within SLA.
• Improve CSAT through First Call Resolution and minimize reopened cases.

Skills

Major Incident Mgmt

Root Cause Analysis

Knowledge Base

Coaching Analysts

Job description

Career Opportunities: Lead Administrator (Support &Operations) (183912)

Major Incident Management-Job Description:

Coordinate the resolution of critical / Major Incidents Lead conference calls to assemble service owners and technical resources for investigation and resolution to restore the interrupted services ASAP Providing periodic major incident metrics reports. Driving the Major incident call till closure. Good experience in Reactive and proactive problem management. Conduct incident post-mortems and retrospectives after every major incident and create Post Incident Review (PIR) reports. Resources with coverage of 24 hours a day and 7 days a week on rotational basis. Work from Office

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

Key Responsibilities

Major Incident Management-Job Description:

Coordinate the resolution of critical / Major Incidents Lead conference calls to assemble service owners and technical resources for investigation and resolution to restore the interrupted services ASAP Providing periodic major incident metrics reports. Driving the Major incident call till closure. Good experience in Reactive and proactive problem management. Conduct incident post-mortems and retrospectives after every major incident and create Post Incident Review (PIR) reports. Resources with coverage of 24 hours a day and 7 days a week on rotational basis. Work from Office

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

Skill Requirements

Major Incident Management-Job Description:

Coordinate the resolution of critical / Major Incidents Lead conference calls to assemble service owners and technical resources for investigation and resolution to restore the interrupted services ASAP Providing periodic major incident metrics reports. Driving the Major incident call till closure. Good experience in Reactive and proactive problem management. Conduct incident post-mortems and retrospectives after every major incident and create Post Incident Review (PIR) reports. Resources with coverage of 24 hours a day and 7 days a week on rotational basis. Work from Office

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

Other Requirements

Major Incident Management-Job Description:

Coordinate the resolution of critical / Major Incidents Lead conference calls to assemble service owners and technical resources for investigation and resolution to restore the interrupted services ASAP Providing periodic major incident metrics reports. Driving the Major incident call till closure. Good experience in Reactive and proactive problem management. Conduct incident post-mortems and retrospectives after every major incident and create Post Incident Review (PIR) reports. Resources with coverage of 24 hours a day and 7 days a week on rotational basis. Work from Office

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