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

Job Summary

Job Summary : Service Desk L1 / L2 / Lead

 

Key Responsibilities

Job Responsibilities : • Ensure timely logging, categorization, prioritization, and resolution of incidents and service requests. • Monitor ticket queues and ensure SLA compliance. • Manage shift schedules and resource allocation for 24x7 support environments. • Act as the first escalation point for unresolved issues. • Ensure proper incident lifecycle management according to ITIL standards. • Coordinate major incident communications and escalations. • Drive quick restoration of services by collaborating with L2/L3 support teams. • Monitor recurring incidents and recommend preventive actions. • Coach, mentor, and develop Service Desk analysts. • Conduct performance reviews and provide continuous feedback. • Ensure high customer satisfaction through effective service delivery. • Handle escalated customer concerns professionally. • Track KPIs and service desk metrics. • Prepare daily, weekly, and monthly operational reports. • Analyse trends related to incidents, requests, and user satisfaction. • Support audits and compliance requirements. • Identify opportunities for automation and service improvements. • Maintain and improve knowledge base articles. • Implement corrective and preventive actions based on trend analysis.

 

Skill Requirements

Skill Requirement : • ServiceNow • Incident, Request, Problem, and Change Management. • Microsoft 365 / Office 365 administration. • Windows Desktop and Laptop Troubleshooting. • Basic Networking (TCP/IP, DNS, DHCP, VPN). • Remote Support Tools (Teams, BeyondTrust, AnyDesk, SCCM, Intune). • ITIL Foundation certification preferred. • Incident and Major Incident Management. • Team management and coaching. • Workforce planning and scheduling. • Escalation management. • Decision-making and problem-solving. • Conflict resolution. • Root Cause Analysis (RCA). • Service performance monitoring. • Reporting and dashboard analysis. • Customer handling and stakeholder management. • Executive-level reporting capability. • Good presentation and documentation skills.

 

Other Requirements

Other Requirement : Excellent Communication Skills Excel and PowerPoint Preparation and Presentation Skills Power BI and Dashboard Preparation Skills

 
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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.