System Administrator

Overview

The core responsibilities of the Service Management Analyst are:

• Ensures that team members provide timely and considerate customer service to end users.
• Quickly and efficiently addressing any customer escalation.
• Investigating and quickly resolving problems.
• Ensuring Incident and Request queues are actively monitored and kept within KPI SLAs.
• Analyse and identify trends in issue reporting and devise preventative solutions, offering suggestions for process improvements and developing the new procedures.

• SRE
• Product Management
• Business Users / Managers
• Project teams
• IT Facilities Management
• Various internal Support teams e.g. Network Operations.

• 3 – 5 years’ experience in IT large corporate environments, specifically in controlled production environments or in Financial Services Technology in a client-facing function.
• 3 – 5 years’ practical experience supporting technical end-user platforms such as:
• Virtual Data Rooms (VDR) / Docu Sign / SharePoint Online / One Drive / MSOffice
• Experience in co-ordinating routine production activities and resource scheduling
• Experience of run-book execution
• Experience of supporting complex application and infrastructure domains
• Experience of supervising a team
• Experience working with SLAs.
• ITIL / best practice service context
• Familiarization with Agile
• Profound analytical skills
• Ability to work in virtual teams and in a matrix structure.
• Working knowledge of incident tracking tools (i.e., Service Now, etc.)

A candidate’s pay within the range will depend on their skills, experience, education, and other factors permitted by law. This role may also be eligible for performance-based bonuses subject to company policies. In addition, this role is eligible for the following benefits subject to company policies: medical, dental, vision, pharmacy, life, accidental death & dismemberment, and disability insurance; employee assistance program;

401(k) retirement plan; 10 days of paid time off per year (some positions are eligible for need-based leave with no designated number of leave days per year); and 10 paid holidays per year.

HCL is an equal opportunity employer, committed to providing equal employment opportunities to all applicants and employees regardless of race, religion, sex, color, age, national origin, pregnancy, sexual orientation, physical disability or genetic information, military or veteran status, or any other protected classification, in accordance with federal, state, and/or local law. Should any applicant have concerns about discrimination in the hiring process, they should provide a detailed report of those concerns to  for investigation.