Administrator (Support & Operations)

Experience: Not Available to Not Available years

Location: Lucknow, India

Key Responsibilities

• Incident & Problem Management
• Handle L2‑level incidents and service requests escalated from L1 teams.
• Perform deep technical troubleshooting to restore services within agreed SLAs.
• Conduct root cause analysis (RCA) and support Problem Management initiatives.
• Identify recurring issues and propose permanent fixes and preventive actions.
Key Responsibilities
1. To adhere to quality standards, regulatory requirements and company policies.
2. To provide support for on call escalations and doing root cause analysis of given issue.
3. Work on value adding activities such Knowledge base update & management, Training freshers, coaching analysts.
4. To independently resolve tickets within agreed SLA of ticket volume and time.
5. To ensure positive customer experience and CSAT through First Call Resolution and minimum rejected resolutions / Reopen Cases.

📌 Administrator (Support & Operations) (Lucknow)
🏢 HCL Technologies
📍 Lucknow