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

SrAdmin-KnowledgeMgmt,ITIL

Job Summary
The Sr Administrator for Tools & Automation plays a crucial role in providing advanced technical support and troubleshooting for complex incidents. This position is vital for ensuring a high standard of customer satisfaction through effective root cause analysis and resolution of technical issues, while also enhancing knowledge management practices within the organization.

• Key Responsibilities
  1. Adhere To Quality Standards And Regulatory Requirements While Implementing Itil Best Practices To Enhance Service Delivery And Operational Excellence.
  2. Provide Advanced Technical Support For Complex Incidents Escalated By Analysts By Performing Root Cause Analysis And Implementing Effective Solutions Using Itil Frameworks And Snow Admin Tools.
  3. Enhance The Knowledge Management System By Updating And Managing The Knowledge Base, Ensuring That All Documentation Is Accurate And Accessible For Ongoing Training And Support.
  4. Coach And Train New Analysts On Tools And Processes, Fostering A Culture Of Continuous Improvement And Knowledge Sharing Within The Support Team.
  5. Resolve Complex Tickets Within Agreed Slas, Collaborating With Other Support Teams To Ensure Seamless Operations And Maintaining A Strong Security Posture.
  6. Drive Customer Satisfaction By Ensuring First Call Resolution, Minimizing Rejected Resolutions And Reopen Cases, While Actively Mitigating Potential Security Threats.
  
  Skill Requirements
  1. Strong Understanding Of Itil Principles And Practices.
  2. Proficiency In Knowledge Management Tools And Methodologies.
  3. Experience With Servicenow (Snow) Administration And Support.
  4. Familiarity With Bmc Remedy And Ca Service Desk Platforms.
  5. Solid Knowledge Of Security Best Practices And Incident Response.
  
  Certification
  1. Itil Certification Is Preferred But Not Mandatory.
  2. Knowledge Management Certification Is Optional But Valuable.