Administrator Qualys

Job description

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. 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. Other Requirements 1. Optional But Valuable Certifications: Qualys Certified Specialist, Soc Analyst Certification Apply now Information at a Glance Why HCLTech? At HCLTech, you'll supercharge your potential. You'll find your career. And you'll find your spark. All at a place that knows that helping its customers stay on top starts by putting its people first. HCLTech is a global technology company, home to more than 230,000 people 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. Consolidated revenues as of 12 months ending September 2026 totaled $14.8 billion. Disclaimer Privacy Statement Terms of use Sitemap Raise a Grievance We use cookies on our site. Please read more about cookies policy here. Opens in a new tab. Opens in a new tab. Opens in a new tab. Opens in a new tab. Opens in a new tab. Opens in a new tab. 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