Administrator

Job Description

About The Role : Role Purpose The purpose of the role is to resolve, maintain and manage clients software/ hardware/ network based on the service requests raised from the end-user as per the defined SLAs ensuring client satisfaction 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 Deliver NoPerformance ParameterMeasure1. 100% adherence to SLA/ timelines Multiple cases of red time Zero customer escalation Client appreciation emails At least 5+ years of experience in Enterprise Integration/Middleware Solutions, API Management in building solutions and architectural frameworks & experience in API Development and Strategy Extensive project experience with designing and implementing APIs using Apigee Edge At least 2 years of experience in implementing API Security and Access Control Knowledge of API best practices and performance tuning API Analytics - generation of custom reports and integration with external tools like Splunk Knowledge of build and deployment methodologies with Apigee across environments Experience on IBM WebSphere Datapower Integration Appliances XI52, IDG Must have expertise in Scripting languages like JavaScript, Perl, Unix, etc. Experience in IBM DataPower and IBM API Connect.configuring Multi-Protocol Gateways in DataPower appliances. Extensive programming skills and development experience in XSLT and Gateway script. At least 5+ years of experience in Enterprise Integration/Middleware Solutions, API Management in building solutions and architectural frameworks & experience in API Development and Strategy Extensive project experience with designing and implementing APIs using Apigee Edge At least 2 years of experience in implementing API Security and Access Control Knowledge of API best practices and performance tuning API Analytics - generation of custom reports and integration with external tools like Splunk Knowledge of build and deployment methodologies with Apigee across environments Experience on IBM WebSphere Datapower Integration Appliances XI52, IDG Must have expertise in Scripting languages like JavaScript, Perl, Unix, etc. Experience in IBM DataPower and IBM API Connect.configuring Multi-Protocol Gateways in DataPower appliances. Extensive programming skills and development experience in XSLT and Gateway script.