Role: Application Admin
Experience: 1-3years
Location: Mumbai
Job Summary:
- Have overall ownership of configuration, maintenance, and L1 troubleshooting of applications.
- Working as part of a busy support team, taking calls from customers and resolving incidents.
- Related tasks will include user administration and support of bespoke applications, Procurement systems and liaising with suppliers
- Manage workload of incoming incidents/service requests from system queues in ticket-logging tool.
- Adhering to incident and problem management, escalation, and resolution procedures ensuring all support calls are dealt with within SLA timescales. Ensuring compliance with all procedures.
- Assess logged issues and go through trouble-shooting protocols to find root-cause and subsequent resolution, all while managing SLA/OLA levels.
- Provide a high level of customer service by understanding their situation and providing clear communication to involved stakeholder(s).
- Perform routine activities as part of prescribed application management processes.
- Be able to take ownership of issues (incidents/service requests) and drive them to closure.
- Be able to work with vendors of 3rd-party applications and maintain an effective communication channel for the joint resolution of issues logged by users
Skiils:
- 1 – 3 years of Application/IT Services Support exposure
- Demonstrated ability to be the subject matter expert in supporting, maintaining, and administering complex applications
- Understands the workflow and process requirements of application systems
Demonstrable experience in supporting business-critical application(s)
- MS Technologies
- Experience using ticket-logging tool
- Procurement workflow
Power-BI, Excel and SQL
Graduate - Any
Good Communication Skills required.
