HCLTech Hiring Administrator (Support & Operations) Hyderabad

Job Summary

This role focuses on escalation management. You will escalate advanced customer issues to the relevant third party escalation teams, as set out in the process documentation.

You will regularly monitor and coordinate escalations with third party teams and triage incidents that need further investigation. This involves working with all service desk teams, management and client teams. You will also provide regular updates to everyone involved and act as the primary contact for requested project information.

Scope

• Testing, validation and continuous service improvement related to GST and TSA exit environment support
• Contribute to service delivery working practices and knowledgebase documentation
• When needed, help create new documentation describing activities and processes
• Take part in testing and validation activities as outlined by management and the client
• Take part in special projects, client events and visits, as directed by management
• Prepare ad-hoc reports as required

Key Responsibilities

• Excellent verbal and written communication skills
• Strong interpersonal skills
• Basic understanding of platforms such as VMware, networking, Linux and Unix, Windows Servers, databases, etc.
• Problem solving and organizational skills, with sound judgment in any customer service scenario