Administrator

Job Description

Role Purpose

The purpose of this role is to resolve, maintain, and manage clients' software, hardware, and network issues based on service requests raised by end-users. This involves adhering to defined SLAs to ensure client satisfaction.

Key Responsibilities

• Ensure timely response to all tickets raised by the client end-user.
• Provide solutions to service requests while maintaining quality parameters.
• Act as a custodian of the client’s network, server, system, storage, platform, and infrastructure, ensuring their proper functioning and upkeep.
• Monitor and manage the number of tickets raised through various channels (dial home, email, chat, IMS), ensuring accurate and timely resolution.
• Perform root cause analysis on raised tickets and create action plans to resolve issues, ensuring high client satisfaction.
• Provide immediate resolution to high-priority tickets/services.
• Install and configure software and hardware based on service requests.
• Adhere to timeliness based on the priority of each issue to manage client expectations and ensure zero escalations.
• Provide application/user access as per client requirements to ensure timely solutions.
• Track all tickets from acceptance to resolution, meeting the defined resolution times.
• Maintain timely backups of important data/logs and resources to ensure high-quality solutions and client satisfaction.
• Coordinate with the on-site team for complex problem resolution and ensure timely client servicing.
• Review logs gathered by Chat BOTS and ensure all service requests/issues are resolved promptly.

Stakeholder Interaction

Internal Stakeholders

• Project Manager: For governance and client relationship management.
• On-site Project Team: To resolve complex problems/issues at the site.
• Lead/Sr. Administrator: To guide administrators with complex problems.

External Stakeholders

• Client: Resolving tickets/queries and providing service.

Competencies Required

Functional Competencies/Skills

• Process Excellence: Ability to follow standards and norms to produce consistent results, provide effective control, and reduce risk. (Expert)
• Systems Thinking: Understanding of the system’s interrelatedness, interdependencies, and boundaries to perform problem-solving in a complex environment. (Competent)
• Technical Knowledge: Expertise in servicing various devices, networks, etc. (Expert)

Behavioral Competencies

• Problem Solving
• Execution Excellence
• Passion for Results
• Collaborative Working

Performance Parameters

100% Adherence to SLA/Timelines

• Measure: Multiple cases of red time, zero customer escalation, client appreciation emails.

Oracle Database Admin