Administrator - L3

Roles and Responsibilities:

o Drives the complete Application Readiness project for migration.

o Application Discovery and Rationalization using Snow report.

o Assisting business partners to understand UHG process from Application integration standpoint.

o Triage the intake request for each packaging request submitted, process the request further for packaging till it gets deployed to the end users device.

o Create AppSet\App Bundles by working with business partners and share it with Desktop Migration team.

o Collaborate with different teams to resolve any application related issues during migration.

o Work with Desktop Migration team to ensure apps bundles are created in internal tool and team is utilizing automation tool whenever necessary.

Must have skills:

o 4-6 years of Experience in Application packaging, Windows Installer, Admin Studio.

o Experience in end-to-end application lifecycle management

o Experience in creation of automation tools

o Intermediate level Experience in deployment tools

o Basic understanding of Desktop Migration

o Attention to details and good troubleshooting skills.

o Adaptability; self-starter; team player; quality minded; focused; committed; able to work independently.

o Ability to perform in a high-pressured environment.

o Excellent troubleshooting skills

o Hands on experience on scripting languages such as Wise, PowerShell

o Experience creating custom scripts to drive installs, uninstalls, custom actions and system management.

o Must understand a standard packaging process and workflow.

o Must understand MSI packaging best practices and standards.

o Must be able to troubleshoot Packaging, Deployment and System issues.

o Flexible to work round the clock.

Shift Timings: 3:30 PM to 1:00 AM IST.

Do

• Ensure timely response of all the tickets raised by the client end user
• Service requests solutioning by maintaining quality parameters
• Act as a custodian of clients network/ server/ system/ storage/ platform/ infrastructure and other equipments to keep track of each of their proper functioning and upkeep
• Keep a check on the number of tickets raised (dial home/ email/ chat/ IMS), ensuring right solutioning as per the defined resolution timeframe
• Perform root cause analysis of the tickets raised and create an action plan to resolve the problem to ensure right client satisfaction
• Provide an acceptance and immediate resolution to the high priority tickets/ service
• Installing and configuring software/ hardware requirements based on service requests
• 100% adherence to timeliness as per the priority of each issue, to manage client expectations and ensure zero escalations
• Provide application/ user access as per client requirements and requests to ensure timely solutioning
• Track all the tickets from acceptance to resolution stage as per the resolution time defined by the customer
• Maintain timely backup of important data/ logs and management resources to ensure the solution is of acceptable quality to maintain client satisfaction
• Coordinate with on-site team for complex problem resolution and ensure timely client servicing
• Review the log which Chat BOTS gather and ensure all the service requests/ issues are resolved in a timely manner