Senior Administrator - Service Assurance/ Program Mgmt. Tools
About this role
Job Summary
This role is responsible for delivering advanced technical support and troubleshooting for service assurance and program management tools. The individual addresses complex incidents escalated by analysts, performs root cause analysis, and implements technical and security solutions to ensure operational excellence and customer satisfaction. They contribute to knowledge management initiatives and support the continuous improvement of support processes within the team.
Key Responsibilities
1. Provide advanced technical support using service assurance and program management tools to resolve complex incidents escalated by team members.
2. Conduct root cause analysis using monitoring and diagnostic tools to identify and address technical and security issues, ensuring alignment with organizational policies.
3. Implement solutions and corrective actions for technical and security incidents, minimizing the risk of case reopens and ensuring adherence to SLA commitments.
4. Update and manage the internal knowledge base with actionable troubleshooting guides and best practices for service assurance tools.
5. Coach analysts and support onboarding of new team members through training sessions focused on effective tool usage and issue resolution processes.
6. Collaborate with internal support teams to address cross-functional technical and security challenges, ensuring seamless operations and a strong security posture.
7. Apply advanced proficiency in incident management platforms and program management tools to enhance customer satisfaction and deliver positive support outcomes.
2. Conduct root cause analysis using monitoring and diagnostic tools to identify and address technical and security issues, ensuring alignment with organizational policies.
3. Implement solutions and corrective actions for technical and security incidents, minimizing the risk of case reopens and ensuring adherence to SLA commitments.
4. Update and manage the internal knowledge base with actionable troubleshooting guides and best practices for service assurance tools.
5. Coach analysts and support onboarding of new team members through training sessions focused on effective tool usage and issue resolution processes.
6. Collaborate with internal support teams to address cross-functional technical and security challenges, ensuring seamless operations and a strong security posture.
7. Apply advanced proficiency in incident management platforms and program management tools to enhance customer satisfaction and deliver positive support outcomes.
Skill Requirements
1. Advanced proficiency in service assurance and program management tools such as ServiceNow, Remedy, or Jira.
2. Advanced proficiency in incident management, root cause analysis, and troubleshooting methodologies.
3. Strong understanding of ITSM processes, SLAs, and regulatory compliance.
4. Advanced troubleshooting skills in technical and security issue resolution.
5. Good knowledge of knowledge base management and technical documentation.
6. Advanced proficiency in coaching and supporting team members within the support function.
2. Advanced proficiency in incident management, root cause analysis, and troubleshooting methodologies.
3. Strong understanding of ITSM processes, SLAs, and regulatory compliance.
4. Advanced troubleshooting skills in technical and security issue resolution.
5. Good knowledge of knowledge base management and technical documentation.
6. Advanced proficiency in coaching and supporting team members within the support function.
Other Requirements
1. ITIL Foundation or Intermediate certification (optional but valuable).
2. Relevant certification in ServiceNow, Jira Service Management, or equivalent (optional but valuable).
2. Relevant certification in ServiceNow, Jira Service Management, or equivalent (optional but valuable).
Frequently Asked Questions
Is the salary disclosed for the Senior Administrator - Service Assurance/ Program Mgmt. Tools position at HCLTech?
The salary for this Senior Administrator - Service Assurance/ Program Mgmt. Tools role at HCLTech is not publicly listed. Click "Apply Now" to learn more about the compensation package on their official careers page.
Where is the Senior Administrator - Service Assurance/ Program Mgmt. Tools position at HCLTech located?
This Senior Administrator - Service Assurance/ Program Mgmt. Tools role at HCLTech is based in Noida, India. The position is listed as on-site or hybrid. Check the full job description or apply directly to confirm the work arrangement.
How do I apply for the Senior Administrator - Service Assurance/ Program Mgmt. Tools position at HCLTech?
Click the "Apply Now" button on this page. You will be redirected to HCLTech's official application portal hosted on successfactors where you can submit your application directly.
When was the Senior Administrator - Service Assurance/ Program Mgmt. Tools job at HCLTech posted?
This Senior Administrator - Service Assurance/ Program Mgmt. Tools position at HCLTech was posted on Sep 18, 2026. Apply as soon as possible — early applications are often reviewed first.
Senior Administrator - Service Assurance/ Program Mgmt. Tools
HCLTech
You'll be redirected to HCLTech's official application page on successfactors.