Administrator Job at HCLTech, Gautam Buddha Nagar - Apply Now

Job Summary

The Tools & Automation Engineer plays a key part in improving operational efficiency by building and maintaining automation tools. This role focuses on asset management and ITIL processes, making sure every solution meets organizational standards for quality and cost. The engineer works with the team to deliver high-quality code, support existing projects and respond to client requests.

Key Responsibilities

1. Follow quality standards and regulatory requirements by applying best practices in asset management services to stay aligned with company policies.
2. Provide on-call support for escalated issues, using asset management tools for root cause analysis to find and fix recurring problems.
3. Maintain and update the knowledge base, run training sessions for new hires and coach analysts to build team capability.
4. Independently resolve tickets within the agreed Service Level Agreement (SLA) for ticket volume and response time, using asset management software to track and manage incidents.
5. Deliver a positive customer experience and high Customer Satisfaction (CSAT) scores by aiming for first call resolution and reducing rejected resolutions and reopened cases.