Senior IT Support & Operations Lead (Security & CSAT)

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

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.