Job description:

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


Sr Admin-O365 Admin

Job Summary
The Senior Administrator for Support & Operations plays a crucial role in delivering advanced technical support for O365 environments. This position emphasizes troubleshooting, root cause analysis, and proactive measures to enhance customer satisfaction and operational efficiency. The successful candidate will ensure adherence to quality standards and work collaboratively to maintain a secure and seamless operational environment.

• Key Responsibilities
  1. Deliver Advanced Technical Support For O365 Administration By Troubleshooting Complex Incidents And Conducting Root Cause Analysis To Implement Effective Solutions For Technical And Security Issues.
  
  2. Collaborate With Support Teams To Resolve Escalated Tickets Within Agreed Slas, Ensuring Seamless Operations And Maintaining A Strong Security Posture.
  
  3. Enhance Knowledge Management By Updating And Managing The Knowledge Base, Providing Training To New Team Members, And Coaching Analysts To Improve Team Performance.
  
  4. Monitor And Improve Customer Satisfaction Metrics Through First Call Resolution Initiatives, Minimizing Case Reopens And Rejected Resolutions While Addressing Potential Security Threats.
  
  5. Adhere To Quality Standards And Regulatory Requirements, Ensuring Compliance With Company Policies And Contributing To Continuous Service Improvement.
  
  Skill Requirements
  1. In-Depth Knowledge Of O365 Administration And Its Services.
  
  2. Strong Troubleshooting Skills For Complex Technical Issues In O365 Environments.
  
  3. Proficiency In Conducting Root Cause Analysis And Implementing Effective Solutions.
  
  4. Excellent Communication And Collaboration Skills To Work With Cross-Functional Teams.
  
  5. Solid Understanding Of Security Best Practices Related To O365.
  
  Certification
  1. Microsoft Certified: Security, Compliance, And Identity Fundamentals (Optional But Valuable).
  
  2. Microsoft 365 Certified: Enterprise Administrator Expert (Optional But Valuable).