Senior Administrator - Monitoring Tools, Event Monitoring

HCLTech · India · Remote · Posted Today

About this role

Role Overview: As a Senior Administrator in Monitoring Tools and Event Monitoring, you will play a crucial role in delivering advanced technical support and operational excellence. Your responsibilities will include troubleshooting complex incidents, conducting root cause analysis, and implementing effective solutions to ensure timely resolution and adherence to SLAs. By engaging in value-adding activities such as updating the knowledge base and coaching team members, you will contribute to enhancing team performance and customer satisfaction. Key Responsibilities: - Provide advanced technical support by analyzing and troubleshooting complex incidents using monitoring tools and event management systems. - Conduct root cause analysis for escalated incidents and collaborate with cross-functional teams to implement effective solutions for technical and security issues. - Engage in updating and managing the knowledge base, training new team members, and coaching analysts to enhance team performance. - Monitor system performance and security alerts through integrated command center tools to ensure proactive incident management and seamless operations. - Drive positive customer experiences by achieving first call resolution and actively managing ticket resolutions to enhance overall CSAT scores. Qualification Required: - Advanced proficiency in monitoring and event management tools. - Strong understanding of IT support processes and incident management frameworks. - Familiarity wit