Senior Administrator

About the Role

HCLTech is seeking a Senior Administrator to join their team in Riyadh. This full-time position focuses on delivering advanced technical support and ensuring operational excellence. The Senior Administrator will be responsible for troubleshooting complex incidents, conducting root cause analysis, and implementing solutions to enhance customer satisfaction and security.

Role Overview

The Sr. Support Ops Administrator plays a critical role in maintaining high-quality standards and continuous process improvement within the support team. This involves leveraging expertise in Terraform and Python to manage infrastructure and resolve technical and security issues efficiently, contributing to a robust operational environment.

Key Responsibilities

• Provide advanced technical support by utilizing Terraform and Python for automating infrastructure deployment and management, ensuring adherence to quality standards and regulatory requirements.
• Perform root cause analysis on complex incidents escalated by Analysts, implementing effective solutions to resolve technical and security issues within agreed Service Level Agreements (SLAs).
• Contribute to knowledge base management by documenting solutions and best practices, and deliver training to new team members to enhance team capability and performance.
• Collaborate with cross-functional support teams to resolve complex tickets, ensuring seamless operations and a robust security posture through effective communication and sharing of expertise.
• Drive positive customer experiences by achieving First Call Resolution, minimizing rejected resolutions, and proactively addressing potential security threats.

Required Skills and Expertise

• Proficiency in Terraform for infrastructure as code.
• Strong skills in Python for automation and scripting.
• Demonstrated ability to perform root cause analysis and implement effective technical solutions.
• Experience in documenting solutions and best practices.
• Ability to collaborate effectively with cross-functional teams.

Work Environment

This is a full-time position based in Riyadh, focusing on a collaborative support environment where continuous improvement and customer satisfaction are key priorities.

Application Process

Candidates interested in this Senior Administrator role at HCLTech are encouraged to apply.