Administrator - L3

The role is to resolve, maintain and manage client’s software/ hardware/ network based on the service requests raised from the end-user as per the defined SLA’s ensuring client satisfaction.

Requirements

• WebSphere Admin experience
• 3-5 years of experience
• Timely response to all tickets raised by the client end user
• Service requests solutioning by maintaining quality parameters
• Act as a custodian of client’s network/ server/ system/ storage/ platform/ infrastructure and other equipment’s to keep track of each of their proper functioning and upkeep
• Provide an acceptance and immediate resolution to the high priority tickets/ service
• Installing and configuring software/ hardware requirements based on service requests
• Provide application/ user access as per client requirements and requests to ensure timely solutioning
• Track all the tickets from acceptance to resolution stage as per the resolution time defined by the customer
• Maintain timely backup of important data/ logs and management resources to ensure the solution is of acceptable quality to maintain client satisfaction
• Coordinate with on-site team for complex problem resolution and ensure timely client servicing

Benefits

• 100% adherence to SLA/ timelines
• Multiple cases of red time
• Zero customer escalation
• Client appreciation emails