Lead Administrator (Support &Operations)
India
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Job Description
Lead Administrator (Support &Operations)
Noida, Uttar Pradesh

Job Summary

The MIS Analyst for the Wacker Account is responsible for end‑to‑end service reporting, KPI/SLA tracking, and executive dashboards across Service Desk and Infrastructure services.\r\nThe role ensures data accuracy, governance readiness, and actionable insights for account leadership and Wacker stakeholders.\r\nThis position plays a critical role in Monthly Reviews, Bi‑Monthly Governance, CSAT tracking, and audit readiness.

Key Responsibilities

Key Responsibilities\r\n1. MIS & Service Reporting (Core)\r\n\r\nOwn daily / weekly / monthly MIS reports for the Wacker account (SD, EUC, Infra).\r\nPrepare MBR, QBR, and governance‑ready dashboards.\r\nTrack and publish SLA, KPI, backlog, aging, volume, and trend analysis.\r\nEnsure single source of truth across ServiceNow, operational trackers, and management decks.\r\nMaintain historical performance data for audit and contract reporting. [INC and MIS JD | Word]\r\n\r\n\r\n2. ServiceNow & Data Management\r\n\r\nExtract, validate, and reconcile data from ServiceNow.\r\nMonitor data quality issues (incorrect categorization, missing fields, SLA misalignment).\r\nSupport CMDB / ticket hygiene governance in coordination with ops leads.\r\nAutomate recurring reports to minimize manual effort. [INC and MIS JD | Word]\r\n\r\n\r\n3. Executive & Client‑Facing Communication\r\n\r\nProduce concise executive summaries for:\r\n\r\nMonthly / Bi‑Monthly Wacker reviews\r\nSLA & quality deep dives\r\nCSAT action tracking\r\n\r\n\r\nSupport ad‑hoc data requests from Account Leadership and Client IT.\r\nTranslate raw data into clear narratives (highlights, lowlights, risks).

Skill Requirements

Technical / Functional\r\n\r\nStrong hands‑on experience with:\r\n\r\nServiceNow reporting\r\nAdvanced Excel (pivot, formulas, macros preferred)\r\nPower BI / dashboards\r\n\r\n\r\nStrong understanding of:\r\n\r\nITIL processes (Incident, Problem, SLA management)\r\nIT Service Delivery metrics\r\n\r\n\r\n\r\nBehavioral\r\n\r\nStrong attention to detail and data accuracy\r\nAbility to work with senior stakeholders\r\nStructured thinking and executive‑level communication\r\nAbility to work under tight governance timelines

Other Requirements

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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 226,300 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.