Lead Administrator (Support &Operations)

HCL Technologies Limited; Cary (NC); On-site; USD 85,000 - 89,000; Full time

Job summary

HCLTech in Cary, North Carolina seeks a Lead Administrator (Support & Operations) to diagnose and resolve complex technical issues impacting business operations. You will facilitate root cause analysis and enhance customer feedback for support operations.

Responsibilities include championing ITIL, security, and data privacy, supporting complex incidents, mentoring juniors, delivering fresher training, and proactively addressing security vulnerabilities to protect data and improve CSAT.

Qualifications

• ITIL, security and data privacy knowledge.
• Experience supporting complex incidents and root-cause analysis.
• Mentor junior analysts and deliver fresher training.

Responsibilities

• Champion ITIL, security, and data privacy to offer high-quality, well-documented solutions.
• Provide support for complex incidents, escalate, perform root cause analysis, and implement solutions to resolve technical & security issues.
• Maintain a comprehensive Knowledge base, act as a mentor to junior analysts, and deliver training programs for freshers.
• Contribute to a positive customer experience and high CSAT scores by providing fast, accurate, and secure resolutions.
• Proactively identify and address potential security vulnerabilities to protect customer data and prevent security incidents.

Job description

Lead Administrator (Support &Operations) United States Cary, North Carolina

Job Summary

To diagnose and resolve complex technical issues impacting business operations,facilitate root cause analysis and enhance customer feedback for support operations.

Key Responsibilities

• 1. To champion ITIL, security, and data privacy to offer high-quality, well-documented solutions, minimizing risks and maximizing customer satisfaction.
• 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 as maintainenace of a comprehensive Knowledge base , act as a mentor to junior analysts,and deliver training programs for freshers, equipping them with essential skills to become productive .
• 4. To contribute to a positive customer experience and high CSAT scores by providing fast, accurate, and secure resolutions, fostering customer trust and satisfaction.
• 5. To proactively identify and address potential security vulnerabilities to protect customer data and prevent security incidents.

Maximum Salary (US): 89000 Minimum Salary (US): 85000

Why HCLTech?

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.

Compensation and Benefits

A candidate’s pay within the range will depend on their skills, experience, education, and other factors permitted by law. This role may also be eligible for performance-based bonuses subject to company policies. In addition, this role is eligible for the following benefits subject to company policies: medical, dental, vision, pharmacy, life, accidental death & dismemberment, and disability insurance; employee assistance program; 401(k) retirement plan; 10 days of paid time off per year (some positions are eligible for need-based leave with no designated number of leave days per year); and 10 paid holidays per year.

• medical
• dental
• vision
• pharmacy
• life
• accidental death & dismemberment
• disability insurance
• employee assistance program
• 401(k) retirement plan
• 10 days of paid time off per year (some positions are eligible for need-based leave with no designated number of leave days per year)
• 10 paid holidays per year

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