Sr Administrator (Support & Operations)

Job Summary

To manage application support and maintenance operations to the satisfaction of the customer and meeting the agreed service levels and to ensure that calls or chats are addressed within agreed SLAs.\r\n2. To resolve escalations in a timely manner adhering to the process and quality compliance.\r\n3. To maintain attendance, leave reports, breaks and shift rosters.\r\n4. To update knowledge base through accurate documentation and disseminating knowledge from analyses and reports prepared to team for facilitating effective performance of responsibilities.\r\n5. To perform ad hoc analyses, SIP activities and infrastructure management.\r\n6. To ensure positive customer satisfaction and feedback.\r\n7. Ensure process effectiveness and continual service improvement.\r\n8. Managing risks and escalating appropriately to Sr Management.\r\n9. Co-ordination with other track leads and engaging with Customers.\r\n10. To guide and coach a team of support specialists, empowering them through trainings and managing their performance.

Key Responsibilities

To manage application support and maintenance operations to the satisfaction of the customer and meeting the agreed service levels and to ensure that calls or chats are addressed within agreed SLAs.\r\n2. To resolve escalations in a timely manner adhering to the process and quality compliance.\r\n3. To maintain attendance, leave reports, breaks and shift rosters.\r\n4. To update knowledge base through accurate documentation and disseminating knowledge from analyses and reports prepared to team for facilitating effective performance of responsibilities.\r\n5. To perform ad hoc analyses, SIP activities and infrastructure management.\r\n6. To ensure positive customer satisfaction and feedback.\r\n7. Ensure process effectiveness and continual service improvement.\r\n8. Managing risks and escalating appropriately to Sr Management.\r\n9. Co-ordination with other track leads and engaging with Customers.\r\n10. To guide and coach a team of support specialists, empowering them through trainings and managing their performance.

Skill Requirements

To manage application support and maintenance operations to the satisfaction of the customer and meeting the agreed service levels and to ensure that calls or chats are addressed within agreed SLAs.\r\n2. To resolve escalations in a timely manner adhering to the process and quality compliance.\r\n3. To maintain attendance, leave reports, breaks and shift rosters.\r\n4. To update knowledge base through accurate documentation and disseminating knowledge from analyses and reports prepared to team for facilitating effective performance of responsibilities.\r\n5. To perform ad hoc analyses, SIP activities and infrastructure management.\r\n6. To ensure positive customer satisfaction and feedback.\r\n7. Ensure process effectiveness and continual service improvement.\r\n8. Managing risks and escalating appropriately to Sr Management.\r\n9. Co-ordination with other track leads and engaging with Customers.\r\n10. To guide and coach a team of support specialists, empowering them through trainings and managing their performance

Other Requirements

To manage application support and maintenance operations to the satisfaction of the customer and meeting the agreed service levels and to ensure that calls or chats are addressed within agreed SLAs.\r\n2. To resolve escalations in a timely manner adhering to the process and quality compliance.\r\n3. To maintain attendance, leave reports, breaks and shift rosters.\r\n4. To update knowledge base through accurate documentation and disseminating knowledge from analyses and reports prepared to team for facilitating effective performance of responsibilities.\r\n5. To perform ad hoc analyses, SIP activities and infrastructure management.\r\n6. To ensure positive customer satisfaction and feedback.\r\n7. Ensure process effectiveness and continual service improvement.\r\n8. Managing risks and escalating appropriately to Sr Management.\r\n9. Co-ordination with other track leads and engaging with Customers.\r\n10. To guide and coach a team of support specialists, empowering them through trainings and managing their performance.