Lead Incident & Operations Administrator

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

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.