Support & Operations Senior Administrator

HCL Tech is hiring for the role of Support & Operations Senior Administrator! Responsibilities of the Candidate: • To adhere to quality standards, regulatory requirements and company policies. • To provide support for complex incidents escalated by analysts, perform root cause analysis, and implement solutions to resolve technical & security issues. • To work on value-adding activities such as knowledge base update & management, training freshers, and coaching analysts. • To resolve complex tickets within agreed SLAs and collaborate with other support teams to ensure seamless operations & security posture. • To ensure positive customer experience and CSAT through First Call Resolution, minimum rejected resolutions / re-opened cases, and mitigating security threats.