ADMINISTRATOR L3(CONTRACT)

Account Name – UBS

Location - Pune(Client Office - 3 days)

Address - UBS Business Solutions (India) Private Limited 5th - 8th Floor, Tower-A, EON, Kharadi SEZ, Phase-II,

S. No. 72, Kharadi, Pune-411014. Maharashtra)

WO Value – 200k

Minimum Experience - 6 to 7 years relevant

Key Responsibilities:

• Administer and configure ServiceNow modules based on the situation.

• Coordinate and execute release management activities, ensuring compliance with organizational standards.

• Monitor platform performance and implement optimizations for stability and scalability.

• Should apply the patches & Data Management (Archival policies, audit policies )

• Collaborate with cross-functional teams to resolve issues and enhance workflows.

• Performance Tuning of the entire platform

There are 4 streams, based on the candidate they will put them on any streams.

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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 client’s network/ server/ system/ storage/ platform/ infrastructure and other equipment’s 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

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Deliver

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