SPECIALIST

Job Description (Posting).

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

Admin-QUALYS,SOC

Job Summary

The Support Operations Administrator plays a crucial role in ensuring seamless operations and exceptional customer service within the organization. This position is responsible for independently resolving technical issues, providing on-call support, and conducting root cause analyses to enhance service quality and customer satisfaction. The role emphasizes adherence to quality standards and continuous improvement in support processes.

(1.) Key Responsibilities

1. Provide Expert Support For On-Call Escalations By Leveraging Qualys And Soc Tools, Ensuring Swift Resolution Of Incidents And Minimizing Downtime.

2. Conduct Thorough Root Cause Analysis Of Issues Using Soc Methodologies, Identifying Trends And Implementing Preventive Measures To Enhance System Stability.

3. Create And Maintain A Comprehensive Knowledge Base By Documenting Solutions And Processes, Facilitating Knowledge Transfer Among Team Members.

4. Train And Mentor New Analysts, Fostering A Collaborative Environment And Contributing To The Overall Skill Development Within The Support Team.

5. Independently Manage And Resolve Tickets Within Agreed Service Level Agreements (Slas), Ensuring Timely Responses And Effective Troubleshooting.

6. Enhance Customer Experience And Satisfaction (Csat) By Achieving High Rates Of First Call Resolution And Minimizing The Number Of Reopened Cases.

Skill Requirements

1. In-Depth Knowledge Of Qualys And Soc Operations.

2. Solid Understanding Of Ticketing Systems And Incident Management Processes.

3. Proficiency In Root Cause Analysis And Problem-Solving Methodologies.

4. Familiarity With Customer Service Best Practices And Performance Metrics.

Certification

1. Optional But Valuable Certifications : Qualys Certified Specialist, Soc Analyst Certification.

Skill (Primary)

Information Security-Vulnerability Management-Tools