Sr Administrator (Support & Operations)

Noida, Uttar Pradesh

Job Summary

Job Summary : Service Desk L1 / L2 / Lead

Key Responsibilities

Job Responsibilities : • Ensure timely logging, categorization, prioritization, and resolution of incidents and service requests. • Monitor ticket queues and ensure SLA compliance. • Manage shift schedules and resource allocation for 24x7 support environments. • Act as the first escalation point for unresolved issues. • Ensure proper incident lifecycle management according to ITIL standards. • Coordinate major incident communications and escalations. • Drive quick restoration of services by collaborating with L2/L3 support teams. • Monitor recurring incidents and recommend preventive actions. • Coach, mentor, and develop Service Desk analysts. • Conduct performance reviews and provide continuous feedback. • Ensure high customer satisfaction through effective service delivery. • Handle escalated customer concerns professionally. • Track KPIs and service desk metrics. • Prepare daily, weekly, and monthly operational reports. • Analyse trends related to incidents, requests, and user satisfaction. • Support audits and compliance requirements. • Identify opportunities for automation and service improvements. • Maintain and improve knowledge base articles. • Implement corrective and preventive actions based on trend analysis.

Skill Requirements

Job Responsibilities : • Ensure timely logging, categorization, prioritization, and resolution of incidents and service requests. • Monitor ticket queues and ensure SLA compliance. • Manage shift schedules and resource allocation for 24x7 support environments. • Act as the first escalation point for unresolved issues. • Ensure proper incident lifecycle management according to ITIL standards. • Coordinate major incident communications and escalations. • Drive quick restoration of services by collaborating with L2/L3 support teams.



• Monitor recurring incidents and recommend preventive actions. • Coach, mentor, and develop Service Desk analysts. • Conduct performance reviews and provide continuous feedback. • Ensure high customer satisfaction through effective service delivery. • Handle escalated customer concerns professionally. • Track KPIs and service desk metrics. • Prepare daily, weekly, and monthly operational reports. • Analyse trends related to incidents, requests, and user satisfaction. • Support audits and compliance requirements. • Identify opportunities for automation and service improvements. • Maintain and improve knowledge base articles. • Implement corrective and preventive actions based on trend analysis.

Other Requirements

Job Responsibilities : • Ensure timely logging, categorization, prioritization, and resolution of incidents and service requests. • Monitor ticket queues and ensure SLA compliance. • Manage shift schedules and resource allocation for 24x7 support environments. • Act as the first escalation point for unresolved issues. • Ensure proper incident lifecycle management according to ITIL standards. • Coordinate major incident communications and escalations. • Drive quick restoration of services by collaborating with L2/L3 support teams. • Monitor recurring incidents and recommend preventive actions. • Coach, mentor, and develop Service Desk analysts. • Conduct performance reviews and provide continuous feedback. • Ensure high customer satisfaction through effective service delivery. • Handle escalated customer concerns professionally. • Track KPIs and service desk metrics. • Prepare daily, weekly, and monthly operational reports. • Analyse trends related to incidents, requests, and user satisfaction. • Support audits and compliance requirements. • Identify opportunities for automation and service improvements. • Maintain and improve knowledge base articles. • Implement corrective and preventive actions based on trend analysis.

📌 Sr Administrator (Support & Operations) (India)
🏢 HCLTech
📍 India