SO_AA_Platform_Administrator_TM

Roles & Responsibilities :

• Interfaces directly with customers at all stages of problem resolution process (including understanding issues that customers are facing, communicating action plans, explaining ongoing developments, and conveying resolution)

• Validates technical information, sets fair expectations, and disseminates information as needed

• Schedule, participate and where relevant lead Customer facing calls (being well prepared knowing his/her audience, their related needs, and shares information accordingly)

• Demonstrates good judgement to actively assess situations, engage senior resources/management (as and when needed) to resolve complex/escalated Customer issues

• Ability to work under pressure, multitasking and prioritizing, with a great sense of urgency, collaborating with relevant stakeholders, handling major incidents and/or high severity situations

• Systematically gathers relevant information and analyzes a broad range of factors while investigating and resolving issues

• Maintains a "closed-loop" communication style that ensures proper and consistent documentation in service request/incident case notes; ensuring all stake holders are notified in a timely fashion, of ongoing investigation and problem resolution status

• As a 24 x 5 x 365 organization, MUST BE willing to work in shifts

• Support business needs via taking-up On-Call responsibilities during weekends and/or public holidays (as and when need arises)

• Create knowledge base (where nonexistent) and refine existing knowledge base content to keep it up to date/relevant; may perform senior or expert level tasks for assigned products and skills

  
  Qualifications

Educational qualification:

BE/B-Tech in computer science/Electronics or equivalent. 3+ years of Experience in IT Infrastructure support

Experience :