Pune, Maharashtra

Job Summary

The Sr. Support Administrator plays a crucial role in delivering advanced technical support and ensuring smooth operations within the Support & Operations team. This position is responsible for troubleshooting complex incidents, conducting root cause analyses, and implementing effective solutions to enhance customer satisfaction and security posture.

Execute daily cloud operations activities such as health checks, scheduled tasks, housekeeping, and routine maintenance. [HCLTech_Wa...h Feb (IT) | PowerPoint]

Perform patching, configuration changes, and minor enhancements during approved maintenance windows. [HCLTech_Wa...h Feb (IT) | PowerPoint]

Collaborate with L3 teams for complex issues, root cause analysis, and continuous improvement initiatives. [HCLTech_Wa...h Feb (IT) | PowerPoint]

Support automation and Infrastructure‑as‑Code activities by executing and maintaining approved Terraform and Ansible components.

Key Responsibilities

1. Provide Advanced Technical Support For Checkpoint And Cisco Asa Solutions By Diagnosing Complex Incidents,



Conducting Thorough Root Cause Analyses, And Implementing Effective Resolutions To Security Issues.

2. Collaborate With Cross-Functional Teams To Ensure Seamless Operations And Enhance Perimeter Security Solutions, Meeting Compliance With Regulatory Requirements And Company Policies.

3. Lead Value-Adding Initiatives Such As Updating And Managing The Knowledge Base, Training Recent Team Members, And Coaching Analysts To Improve Overall Team Performance.

4. Resolve Complex Support Tickets Within Agreed Slas, Ensuring Timely Communication And Coordination With Other Support Teams To Maintain A High Level Of Service Quality.

5. Enhance Customer Experience And Drive Positive Csat Scores Through Effective Incident Resolution Strategies, Minimizing Rejected Resolutions And Re-Opened Cases While Proactively Mitigating Security Threats.

Skill Requirements

1. Proficiency In Checkpoint And Cisco As

📌 Senioradministrator - Checkpoint PPC (Software), Cloud Security (Pune)
🏢 HCLTech
📍 Pune