Administrator (Support & Operations)
India
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Job Description
Administrator (Support & Operations)
Nagpur, Maharashtra

Job Summary

Job Summary : L2 Integrated Command Center Specialist Job Responsibilities : The L2 Support Engineer –Command Center is a critical member of 24x7 operations team, serving as the first point of contact for monitoring, triaging, and resolving incidents across compute, storage, backup, and database infrastructure. This role operates within the Command Center, proactively identifying and addressing potential issues, executing SOP-driven. This is a mixed-skill role requiring a broad understanding of IT infrastructure and a commitment to continuous learning and automation. Responsibilities: • Provide 24x7 proactive monitoring of hybrid cloud infrastructure (compute, storage, backup, database) using established monitoring tools and dashboards. • Analyze alerts and events to identify potential incidents and proactively address them. • Perform initial troubleshooting and diagnosis of incidents following documented Standard Operating Procedures (SOPs). • Execute left-shift activities, resolving recurring incidents and fulfilling service requests using SOPs to minimize escalations. • Conduct routine health checks and maintenance tasks on servers, storage systems, backup infrastructure, and databases. • Escalate complex or unresolved issues to L2 support engineers, providing clear and concise documentation. • Accurately document all actions taken in the ticketing system (ServiceNow). • Contribute to the development and improvement of SOPs and knowledge base articles. • Participate in knowledge sharing and training activities to enhance technical skills and cross-functional knowledge. • Adhere to ITIL best practices and security policies. • Collaborate with Plant IT SME\'s as needed. • Contribute to the identification and implementation of GenAI use cases for improved incident resolution and automation. Qualifications: • 1-3 years of experience in a technical support or command center environment. • Basic understanding of IT infrastructure components (servers, storage, networks, databases). • Familiarity with monitoring tools and ticketing systems (ServiceNow preferred). • Excellent communication and customer service skills. • Ability to work effectively in a fast-paced, team-oriented environment. • Strong analytical and problem-solving skills. • Aptitude for learning new technologies and processes. • ITIL Foundation certification is a plus. • Exposure to GenAI concepts and tools is a plus. Technical Skills: • Basic knowledge of Windows and Linux operating systems. • Familiarity with storage concepts (SAN, NAS), backup technologies (Veeam, Networker, CommVault), and database systems (Oracle, MSSQL). • Awareness of cloud platforms (AWS, Azure). • Basic scripting skills (e.g., PowerShell, Bash) are a plus. Job Role : SeniorAdministrator - Monitoring Tools, Event Monitoring Job Description : The L2 Support Engineer –Command Center is a critical member of 24x7 operations team, serving as the first point of contact for monitoring, triaging, and resolving incidents across compute, storage, backup, and database infrastructure. This role operates within the Command Center, proactively identifying and addressing potential issues, executing SOP-driven. This is a mixed-skill role requiring a broad understanding of IT infrastructure and a commitment to continuous learning and automat

Key Responsibilities

NA

Skill Requirements

Skill Requirement : The L2 Support Engineer –Command Center is a critical member of 24x7 operations team, serving as the first point of contact for monitoring, triaging, and resolving incidents across compute, storage, backup, and database infrastructure. This role operates within the Command Center, proactively identifying and addressing potential issues, executing SOP-driven. This is a mixed-skill role requiring a broad understanding of IT infrastructure and a commitment to continuous learning and automation. Responsibilities: • Provide 24x7 proactive monitoring of hybrid cloud infrastructure (compute, storage, backup, database) using established monitoring tools and dashboards. • Analyze alerts and events to identify potential incidents and proactively address them. • Perform initial troubleshooting and diagnosis of incidents following documented Standard Operating Procedures (SOPs). • Execute left-shift activities, resolving recurring incidents and fulfilling service requests using SOPs to minimize escalations. • Conduct routine health checks and maintenance tasks on servers, storage systems, backup infrastructure, and databases. • Escalate complex or unresolved issues to L2 support engineers, providing clear and concise documentation. • Accurately document all actions taken in the ticketing system (ServiceNow). • Contribute to the development and improvement of SOPs and knowledge base articles. • Participate in knowledge sharing and training activities to enhance technical skills and cross-functional knowledge. • Adhere to ITIL best practices and security policies. • Collaborate with Plant IT SME\'s as needed. • Contribute to the identification and implementation of GenAI use cases for improved incident resolution and automation. Qualifications: • 1-3 years of experience in a technical support or command center environment. • Basic understanding of IT infrastructure components (servers, storage, networks, databases). • Familiarity with monitoring tools and ticketing systems (ServiceNow preferred). • Excellent communication and customer service skills. • Ability to work effectively in a fast-paced, team-oriented environment. • Strong analytical and problem-solving skills. • Aptitude for learning new technologies and processes. • ITIL Foundation certification is a plus. • Exposure to GenAI concepts and tools is a plus. Technical Skills: • Basic knowledge of Windows and Linux operating systems. • Familiarity with storage concepts (SAN, NAS), backup technologies (Veeam, Networker, CommVault), and database systems (Oracle, MSSQL). • Awareness of cloud platforms (AWS, Azure). • Basic scripting skills (e.g., PowerShell, Bash) are a plus.

 

Other Requirements

Other Requirement : The L2 Support Engineer –Command Center is a critical member of 24x7 operations team, serving as the first point of contact for monitoring, triaging, and resolving incidents across compute, storage, backup, and database infrastructure. This role operates within the Command Center, proactively identifying and addressing potential issues, executing SOP-driven. This is a mixed-skill role requiring a broad understanding of IT infrastructure and a commitment to continuous learning and automation. Responsibilities: • Provide 24x7 proactive monitoring of hybrid cloud infrastructure (compute, storage, backup, database) using established monitoring tools and dashboards. • Analyze alerts and events to identify potential incidents and proactively address them. • Perform initial troubleshooting and diagnosis of incidents following documented Standard Operating Procedures (SOPs). • Execute left-shift activities, resolving recurring incidents and fulfilling service requests using SOPs to minimize escalations. • Conduct routine health checks and maintenance tasks on servers, storage systems, backup infrastructure, and databases. • Escalate complex or unresolved issues to L2 support engineers, providing clear and concise documentation. • Accurately document all actions taken in the ticketing system (ServiceNow). • Contribute to the development and improvement of SOPs and knowledge base articles. • Participate in knowledge sharing and training activities to enhance technical skills and cross-functional knowledge. • Adhere to ITIL best practices and security policies. • Collaborate with Plant IT SME\'s as needed. • Contribute to the identification and implementation of GenAI use cases for improved incident resolution and automation. Qualifications: • 1-3 years of experience in a technical support or command center environment. • Basic understanding of IT infrastructure components (servers, storage, networks, databases). • Familiarity with monitoring tools and ticketing systems (ServiceNow preferred). • Excellent communication and customer service skills. • Ability to work effectively in a fast-paced, team-oriented environment. • Strong analytical and problem-solving skills. • Aptitude for learning new technologies and processes. • ITIL Foundation certification is a plus. • Exposure to GenAI concepts and tools is a plus. Technical Skills: • Basic knowledge of Windows and Linux operating systems. • Familiarity with storage concepts (SAN, NAS), backup technologies (Veeam, Networker, CommVault), and database systems (Oracle, MSSQL). • Awareness of cloud platforms (AWS, Azure). • Basic scripting skills (e.g., PowerShell, Bash) are a plus.

 
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Information at a Glance

Why HCLTech?

At HCLTech, you'll supercharge your potential. You'll find your career. And you'll find your spark. All at a place that knows that helping its customers stay on top starts by putting its people first.

HCLTech is a global technology company, home to more than 223,000 people across 60 countries, delivering industry-leading capabilities centered around digital, engineering, cloud and AI, powered by a broad portfolio of technology services and products. We work with clients across all major verticals, providing industry solutions for Financial Services, Manufacturing, Life Sciences and Healthcare, Technology and Services, Telecom and Media, Retail and CPG, and Public Services. Consolidated revenues as of 12 months ending June 2026 totaled $14.8 billion.