1. Provide Advanced Technical Support For Mainframe Automation And Message Automation Systems By Conducting Root Cause Analysis And Implementing Effective Solutions To Complex Incidents, Ensuring Adherence To Quality Standards And Regulatory Requirements.
2. Collaborate With Support Teams To Resolve Complex Tickets Within Agreed Slas, Enhancing Operational Efficiency And Maintaining A Robust Security Posture.
3. Lead Value-Adding Activities Such As Updating And Managing The Knowledge Base, Training New Team Members, And Coaching Analysts To Improve Overall Team Performance And Knowledge Retention.
4. Ensure Positive Customer Experience And High Customer Satisfaction (Csat) Through First Call Resolution Initiatives, Minimizing Rejected Resolutions, And Effectively Addressing Security Threats.
5. Advocate For Continuous Improvement By Analyzing Incident Trends And Implementing Proactive Measures To Mitigate Future Technical And Security Issues.
Source: HCLTech careers — Read the original posting and apply
This role is listed by the employer on its own careers site. Kaam Ki Khoj does not process applications for it.
HCLTech is an employer in the IT/Computers - Software, Software Services sector with operations in India. This is a directory listing maintained by Kaam Ki Khoj so that candidates can find the organisation; it is not an official company page and Kaam... Read More
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