To offer advanced technical support, troubleshooting, and doing root cause analysis to ensure positive customer feedback.
Key Responsibilities
1. To adhere to quality standards, regulatory requirements, and company policies.
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 Knowledge base update & management, training freshers, and coaching analysts.
4. To resolve complex tickets within agreed SLAs and collaborate with other support teams to ensure seamless operations & security posture.
5. To ensure positive customer experience and CSAT through First Call Resolution, minimum rejected resolutions/reopen cases, and mitigating security threats.
Skill Requirements
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Other Requirements
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📌 Sr Administrator (Support & Operations) (India)
🏢 HCL Technologies
📍 India
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