Job Summary

The Sr. Support Administrator plays a crucial role in delivering advanced technical support and ensuring smooth operations within the Support & Operations team. This position is responsible for troubleshooting complex incidents, conducting root cause analyses, and implementing effective solutions to enhance customer satisfaction and security posture.

Provide operational support for cloud infrastructure services including monitoring, incident triage, and service restoration. [hclo365-my...epoint.com]\r\nExecute daily cloud operations activities such as health checks, scheduled tasks, housekeeping, and routine maintenance. [HCLTech_Wa...h Feb (IT) | PowerPoint]\r\nHandle Incidents, Service Requests, Problems, and Changes in alignment with ITIL processes and defined SLAs. [hclo365-my...epoint.com]\r\nSupport provisioning and lifecycle management of standard cloud resources using approved templates and procedures. [hclo365-my...epoint.com]\r\nPerform patching, configuration changes, and minor enhancements during approved maintenance windows. [HCLTech_Wa...h Feb (IT) | PowerPoint]\r\nMaintain accurate documentation, runbooks, and ServiceNow ticket hygiene including categorization, work notes, and closure updates. [hclo365-my...epoint.com]\r\nCollaborate with L3 teams for complex issues, root cause analysis, and continuous improvement initiatives. [HCLTech_Wa...h Feb (IT) | PowerPoint]\r\nSupport automation and Infrastructure‑as‑Code activities by executing and maintaining approved Terraform and Ansible components.

Key Responsibilities

1. Provide Advanced Technical Support For Checkpoint And Cisco Asa Solutions By Diagnosing Complex Incidents, Conducting Thorough Root Cause Analyses, And Implementing Effective Resolutions To Security Issues.
2. Collaborate With Cross-Functional Teams To Ensure Seamless Operations And Enhance Perimeter Security Solutions, Meeting Compliance With Regulatory Requirements And Company Policies.
3. Lead Value-Adding Initiatives Such As Updating And Managing The Knowledge Base, Training New Team Members, And Coaching Analysts To Improve Overall Team Performance.
4. Resolve Complex Support Tickets Within Agreed Slas, Ensuring Timely Communication And Coordination With Other Support Teams To Maintain A High Level Of Service Quality.
5. Enhance Customer Experience And Drive Positive Csat Scores Through Effective Incident Resolution Strategies, Minimizing Rejected Resolutions And Re-Opened Cases While Proactively Mitigating Security Threats.

Skill Requirements

1. Proficiency In Checkpoint And Cisco Asa Firewall Technologies.
2. In-Depth Knowledge Of Perimeter Security Solutions And Threat Management Systems.
3. Strong Troubleshooting And Analytical Skills For Incident Resolution And Root Cause Analysis.
4. Excellent Communication And Collaboration Skills To Work Effectively With Cross-Functional Teams.
5. Familiarity With Knowledge Management Practices And Training Methodologies.

Other Requirements

1. Optional But Valuable: Certified Information Systems Security Professional (Cissp)
2. Optional But Valuable: Cisco Certified Network Associate (Ccna) Securit

3–5 years of experience in Cloud Operations, Infrastructure Operations, or Managed Services environments. [HCLTech_Wa...h Feb (IT) | PowerPoint]\r\nHands‑on experience with public cloud platforms, primarily Microsoft Azure; exposure to OCI is an advantage. [HCLTech_Wa...h Feb (IT) | PowerPoint]\r\nWorking knowledge of cloud monitoring, alerting, and incident management tools.\r\nFamiliarity with Infrastructure‑as‑Code concepts (Terraform, Ansible) at an operational execution level. [HCLTech_Wa...h Feb (IT) | PowerPoint]\r\nStrong understanding of ITIL processes (Incident, Change, Problem, Request Management).\r\nGood documentation, analytical, and stakeholder communication skills.