Bengaluru, Karnataka

Job Summary

Key Responsibilities

Mobile Device Support (iOS and Android). Identity & Access Management Active Directory Administration. Azure Active Directory (Entra ID) fundamentals. User provisioning, deprovisioning, and access management. Password management and authentication troubleshooting. ITSM & Service Operations ServiceNow or equivalent ITSM platform. ITIL Incident Management. Problem Management. Change Management. Request Fulfilment. Knowledge Management. Service Level Management. Infrastructure Support DNS, DHCP, VPN, and network connectivity troubleshooting. Remote support and endpoint management tools. SCCM, Intune, Remote Desktop Tools, and related technologies. Basic server support and monitoring tools. Leadership & Operational Responsibilities Mentor and support Level 1 analysts on troubleshooting techniques and process adherence. Assist in onboarding and knowledge transfer activities for new team members. Participate in shift handovers and operational readiness reviews. Contribute to continuous improvement, automation, and service transformation initiatives. Support audit, compliance, and security requirements in line with organizational standards. Participate in disaster recovery and business continuity support activities where required. Required Qualifications Bachelor's Degree in Computer Science, Information Technology, Engineering, or a related discipline. 3-5 years of experience in Service Desk, Technical Support, IT Operations, or Retail Technology Support. Experience supporting Retail, Hospitality, POS, or Payment Processing environments.



Working knowledge of enterprise IT infrastructure and service management processes. ITIL Foundation Certification preferred. Exposure to Retail Store Support Models and Vendor Management practices is desirable. Preferred Experience Retail Store Operations Support. Point-of-Sale (POS) Environments. Payment Processing and Financial Transaction Systems. Store Opening and Store Closing Support Activities. Vendor Coordination and Escalation Management. Knowledge Base Administration and Documentation. Monitoring and Event Management Platforms. ServiceNow ITSM Operations. Core Competencies Advanced Troubleshooting and Analytical Skills. Customer Service Excellence. Strong Communication and Stakeholder Management. Incident Ownership and Accountability. Problem Solving and Decision Making. Team Collaboration and Mentoring. Operational Discipline and Process Compliance. Ability to perform effectively in a fast-paced, 24x7 support setting. Key Performance Indicators (KPIs) SLA Compliance. Incident Resolution Time. First Call Resolution (FCR). Mean Time to Restore Service (MTRS). Customer Satisfaction (CSAT). Knowledge Article Contributions. Ticket Quality and Documentation Accuracy. Major Incident Resolution Effectiveness. Operational Compliance and Audit Adherence.

Skill Requirements

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