Administrator (Support & Operations)

About the role

Adhere to knowledge base articles and standard operating procedures for all assigned tasks. Address common issues related to service alerts and cluster notifications. Escalate unresolved issues to next-level support teams as required. To independently resolve tickets, provide on call support and doing root cause analysis to ensure positive customer feedback.

What you'll do

• Adhere to quality standards, regulatory requirements and company policies
• Provide support for on call escalations and doing root cause analysis of given issue
• Work on value adding activities such Knowledge base update & management, Training freshers, coaching analysts
• Independently resolve tickets within agreed SLA of ticket volume and time
• Ensure positive customer experience and CSAT through First Call Resolution and minimum rejected resolutions / Reopen Cases

What you need

• 3–7 yrs of experience
• Active Directory
• Windows Server
• VMware
• Root cause analysis
• Windows
• Linux
• Any graduate

Good to have

• SOP writing