Administrator - Critical Incident Management
India
Apply now
Job Description
Administrator - Critical Incident Management
Bengaluru, Karnataka

Job Summary

The Application Helpdesk L2 Analyst provides advanced application and functional support beyond Level 1, handling escalated incidents, service requests, and complex troubleshooting for enterprise applications. The role focuses on faster restoration of service, deeper diagnosis, and effective escalation to Level 3 or specialized teams when required.

Key Responsibilities

Act as L2 support for complex, recurring, or business-critical application. Manage day-to-day operation of help desk. Manage internal client communication channels (help desk site, email, phone, chat etc.) Assist internal clients with issues related to the use of the relevant application and provide resolutions. Track requests and tasks from initiation until closing. Maintain records of clients, FAQs, issues, and all other types of requests. Collect, compile and analyze data, and prepare reports on an ongoing basis. Identify potential articles to be added to the knowledge base. Handle communications and manage expectations around essential CMS information, guidelines and processes Facilitate communications among IT teams. Conduct surveys to improve the quality of service for helpdesk. Analyze application design and performance metrics and propose improvements.

Skill Requirements

Act as the primary escalation point from L1 for application-related incidents and requests. Analyze, troubleshoot, and resolve medium to high‑complexity application issues Review tickets escalated by L1 to ensure correct categorization, prioritization, and troubleshooting quality Provide end‑to‑end follow‑up on escalated and VIP cases until resolution or handover to L3. Ensure incidents are handled in accordance with SLAs and OLAs 

Other Requirements

Support Core Business Applications across environments (Prod / Non-Prod) Address issues related to: Application access and permissions Data validation and user errors Performance and availability problems Perform advanced troubleshooting using logs, error messages, and user impact analysis Ticket & Queue Management Monitor assigned incident and service request queues in ITSM tools.. Ensure detailed documentation of: Issue description Troubleshooting steps Resolution or escalation notes Identify recurring issues and raise them for problem management Knowledge & Process Improvement Contribute to knowledge base (KB) articles and runbooks Identify trends and recurring issues; proactively propose improvements Provide technical mentoring to L1 support Contribute to process improvement initiatives (ITIL best practices)
Apply now
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 226,300 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 December 2025 totaled $14.5 billion.
23 Benefits At HCLTech, we believe in empowering our employees with comprehensive benefits that support their professional growth and enhance their well-being. When you sign up for a career with us, you gain access to: https://rmkcdn.successfactors.com/147eb21f/a701dca9-f32d-4fc9-9447-6.svg Industry-benchmarked compensation https://rmkcdn.successfactors.com/147eb21f/b0c54381-ddcc-4a33-9b35-9.svg Best-in-class healthcare benefits https://rmkcdn.successfactors.com/147eb21f/b73027be-7aae-4d36-a090-4.svg Personal time off https://rmkcdn.successfactors.com/147eb21f/d5b4fdfd-2e99-4e26-9878-9.svg Maternity and paternity benefits https://rmkcdn.successfactors.com/147eb21f/3d42b0fc-4652-435a-9ece-c.svg Access to skills / higher education programs/resources https://rmkcdn.successfactors.com/147eb21f/aeddeaf2-9e25-4584-ad11-d.svg Discounts on products and services via Benefit Box https://rmkcdn.successfactors.com/147eb21f/a9609a3b-2700-4b3c-9d90-a.svg Participate in CSR programs and live life with a purpose https://rmkcdn.successfactors.com/147eb21f/c6e33851-710f-4634-bd69-f.svg Opportunities to grow and advance your career Note: The benefits listed above vary depending on the nature of your employment and the country where you work. Some benefits may be available in some countries but not in all.