Lead Administrator (Support &Operations)

Job Summary

To diagnose and resolve complex technical issues impacting business operations,facilitate root cause analysis and enhance customer feedback for support operations.

Key Responsibilities

ROLE AND RESPONSIBILITIES:

This role is required to:

· Provide quality support with a high degree of customer service, technical expertise and timeliness.

· Must be an excellent communicator with responsibility of interacting with business, other

technology teams and third-party managed service providers.

· Working knowledge in Service Desk environment which includes and not limited to Windows OS

troubleshooting, Software/App troubleshooting, Services, Hardware etc.

· Perform periodic EUC/DWP data analysis to identify top volume drivers, root causes that can be

automated/scripted.

· Ensure that tool versions are kept current per OEM and business recommendations

· Work hand in hand with respective VDU leads for data identification and SOP documentation

· Work closely with developers to get the required scripts created and implemented

· Collaborate with all EUC/DWP teams to gather inputs data analysis and scripting opportunities

identified to reduce the cycle time or automate the workload

· Perform periodic audits and conduct assessments for the tools in scope and identify the areas of

improvement

· Closely monitor dashboards and tool usage.

· Inform respective teams about any trends observed while monitoring and get the same actioned.

· Conduct lunch & learn sessions and weekly walkthroughs for business and HCL teams to increase

tool adoption

Skill Requirements

PREFERRED SKILLS · Technical Skills required including but not limited to – o Basic understanding SCCM o Basic understanding of Microsoft Windows, Apple Macintosh design architecture and deployment methodologies o Basic Understanding of active directory o Basic Understanding of Citrix and other remote/virtual desktop technologies o Basic understanding of SQL o Basic understanding of PowerShell or any other scripting language o Hands on experience on Microsoft Excel and PowerPoint o Hands on Experience with different ITSM tools like Service Now, BMC Remedy et

Other Requirements

QUALIFICATIONS AND EDUCATION REQUIREMENTS:

· Hands-on/ exposure to Conversational Chatbot solution like Service Now VA, Avaamo, Yellow.ai

Moveworks, etc.

· Proficient with any market leading Unified e Xperience Management (UXM) solutions like Nexthink,

Aternity, Systrack, 1e Tachyon, Control Up etc.

· Minimum 5 years of experience in Infrastructure Technology

· Minimum 3 years of experience in delivering EUC/DWP services.

· Should have worked and be open to work in a 24x7 environment.

· Ability to communicate effectively with end users, business owners, developers and various levels of

management.

· Excellent written and verbal interpersonal skills including demonstrated ability to consolidate data to

provide easily understandable deliverables

· Comfortable working in a fast paced, Dynamic environment and developing flexible solutions to meet

evolving business requirements

Thorough understanding of End user Compute portfolio and products with the ability to deliver detailed technical documentation.