職務内容：

About HCLTech

HCLTech is a global technology company, spread 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. We re powered by our people a global, diverse, multi-generational talent - representing 161 nationalities whose unique spark, perspective and boundless passion drive our culture of proactive value creation and problem-solving.

Our purpose is to bring together the best of technology and our people to supercharge progress for everyone, everywhere our clients, partners, their stakeholders, communities, and the planet. As a company, we are deeply focused on accelerating our ESG agenda. We are also creating technology-enabled sustainable solutions with and for our clients and partners. We embed ESG imperatives into every aspect of our business and ensure that the progress we supercharge is responsible, inclusive and beneficial to all our stakeholders in the long term. We have committed to achieving net zero by 2040.


To learn more about how we can supercharge progress for you, visit www.hcltech.com


SrAdmin-IncdMgmt,ITIL,SNOWAdmin/Supp

Job Summary
The Sr. Administrator for Tools & Automation plays a crucial role in delivering advanced technical support and ensuring effective incident management. This position is vital for troubleshooting complex issues and conducting thorough root cause analyses, ultimately enhancing customer satisfaction and operational efficiency within the organization.

• Key Responsibilities
  1. Provide Advanced Technical Support By Adhering To Quality Standards And Regulatory Requirements, Ensuring Compliance With Company Policies In Incident Management Processes.
  
  2. Support Complex Incidents Escalated By Analysts By Performing Root Cause Analysis And Implementing Effective Solutions Using Itil Best Practices And Tools Like Servicenow And Bmc Remedy.
  
  3. Lead Value-Adding Activities Such As Updating And Managing The Knowledge Base, Training New Team Members, And Coaching Analysts To Enhance Team Capabilities.
  
  4. Resolve Complex Service Tickets Within Agreed Slas, Collaborating With Cross-Functional Support Teams To Ensure Seamless Operations And A Robust Security Posture.
  
  5. Drive Customer Satisfaction And Csat By Achieving First Call Resolution, Minimizing Rejected Resolutions And Case Reopens, While Proactively Mitigating Potential Security Threats.
  
  Skill Requirements
  1. In-Depth Knowledge Of Incident Management Processes And Itil Frameworks.
  
  2. Proficient In Using Servicenow, Bmc Remedy, And Ca Service Desk For Incident Tracking And Resolution.
  
  3. Solid Understanding Of Troubleshooting Techniques And Root Cause Analysis Methodologies.
  
  4. Familiarity With Security Protocols And Practices Related To Incident Management.
  
  Certification
  1. Itil Foundation Certification Is Optional But Valuable.
  
  2. Certifications In Servicenow Administration Or Bmc Remedy Administration Are Recommended.