Administrator - IBM DS, IBM ESS, IBM XIV Storage
Bulgaria
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Job Description
Administrator - IBM DS, IBM ESS, IBM XIV Storage

Job Summary

The Support Operations Administrator plays a crucial role in ensuring seamless technical support and operations management. This position is responsible for resolving customer issues, conducting root cause analysis, and maintaining high-quality service standards. By independently managing support tickets and enhancing customer satisfaction, the administrator contributes significantly to the organization's operational efficiency and overall customer experience.

Key Responsibilities

1. Provide Support For Ibm Ds Series And Ibm Ess Series By Independently Resolving Tickets, Ensuring Adherence To Established Slas For Ticket Volume And Resolution Time.
2. Conduct Root Cause Analysis For Escalated Issues, Implementing Effective Solutions To Prevent Recurrence And Enhance Operational Reliability.
3. Maintain Quality Standards, Regulatory Compliance, And Company Policies During Support Operations To Ensure Consistent Service Delivery.
4. Engage In Value-Adding Activities Such As Updating And Managing The Knowledge Base To Facilitate Knowledge Sharing And Improve Team Performance.
5. Deliver Training And Coaching To New Analysts, Fostering A Collaborative Environment And Enhancing Team Capabilities For Improved Service Outcomes.
6. Strive For Positive Customer Experiences And High Customer Satisfaction (Csat) By Achieving First Call Resolution And Minimizing Case Reopens And Rejected Resolutions.

Skill Requirements

1. Proficient In Ibm Ds Series And Ibm Ess Series Technologies With A Solid Understanding Of Their Operational Functionalities.
2. Strong Analytical Skills To Perform Root Cause Analysis And Resolve Complex Issues Effectively.
3. Familiarity With Quality Standards And Regulatory Requirements In Support Operations.
4. Excellent Communication And Interpersonal Skills To Train And Coach Team Members And Interact With Customers.
5. Ability To Manage Multiple Tasks And Prioritize Effectively In A Fast-Paced Environment.

Other Requirements

1. Optional But Valuable Certifications: Ibm Certified Specialist Ibm Storage Solutions, Itil Foundation Certification
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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 226,600 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 September 2025 totaled $14.2 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.