Administrator (Support & Operations)

Technology, Data & Digital · IT Infrastructure & Security · DevOps

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This Administrator role focuses on independently resolving tickets, providing on-call support, and performing root cause analysis to ensure positive customer feedback and adherence to SLAs. The position also involves value-adding activities such as knowledge base updates and training.

Job Summary

To independently resolve tickets, provide on call support and doing root cause analysis to ensure positive customer feedback.

Key Responsibilities

1. To adhere to quality standards, regulatory requirements and company policies.
2. To provide support for on call escalations and doing root cause analysis of given issue.
3. Work on value adding activities such Knowledge base update & management, Training freshers, coaching analysts.
4. To independently resolve tickets within agreed SLA of ticket volume and time.
5. To ensure positive customer experience and CSAT through First Call Resolution and minimum rejected resolutions / Reopen Cases.

Skill Requirements

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Other Requirements

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#Support#Operations#Tickets#Root Cause Analysis#SLA#Customer Experience#CSAT