Senior IT Incident & Operations Specialist

HCL Technologies Limited; Georgia; On-site; USD 80,000 - 120,000; Full time

Job summary

HCL Technologies Limited in Georgia is seeking a Sr Administrator in Support & Operations to deliver advanced technical support and drive operational excellence. You will troubleshoot complex incidents, conduct root cause analysis, and implement effective solutions to enhance security posture and customer satisfaction.

Responsibilities include monitoring with event management tools, updating the knowledge base, training teammates, and coaching analysts to improve CSAT and first contact

Qualifications

• Experience analyzing and troubleshooting complex IT incidents.
• Familiarity with incident management frameworks (ITIL).
• Understanding of security best practices and incident response.
• Strong analytical and problem-solving abilities.
• Excellent communication and cross-team collaboration.
• Itil Foundation Certification is optional but valuable.

Responsibilities

• Provide advanced technical support by analyzing and troubleshooting complex incidents.
• Perform root-cause analysis and implement solutions.
• Update knowledge base, train new staff, coach analysts.
• Monitor system performance and security alerts for proactive management.
• Improve CSAT through first-contact resolution and effective ticketing.

Skills

Advanced Monitoring & Event Management

Incident Management

Security Best Practices

Analytical & Problem Solving

Communication & Collaboration

Job description

HCL Technologies Limited in Georgia is seeking a Sr Administrator in Support & Operations to deliver advanced technical support and drive operational excellence. You will troubleshoot complex incidents, conduct root cause analysis, and implement effective solutions to enhance security posture and customer satisfaction.

Responsibilities include monitoring with event management tools, updating the knowledge base, training teammates, and coaching analysts to improve CSAT and first contact