Support - WWM

About Company:

Coromandel International Limited

They are one of India’s largest private-sector producers of phosphatic fertilizers and the world’s largest manufacturer of neem-based bio-pesticides. Additionally, they lead the market in organic fertilizers and operate the country’s largest agri-retail chain, with 1000+ stores serving over 2 crore farmers.

Position Details:

Application Administrator is responsible for the day-to-day management of software applications within an organization, ensuring they run smoothly and efficiently. This role involves installing, updating, configuring, and troubleshooting applications, as well as managing user access and training. Also monitor application performance, identify issues, and implement solutions to maintain optimal performance.

• Qualification:

  Technical Graduation and Above.

• Experience:

  4+ years of service delivery and application maintenance experience. Must have been in roles that required deep understanding of application structure, functionality, user management and application support framework. Must have intermediate knowledge on Hardware, Networking and Database including SQL Queries.

Position Org

• Reportees:

  Individual Contributor.

Key Responsibilities

• Installation and Configuration:

  Installing, configuring, and maintaining software applications, including both internal and third-party systems.

• Troubleshooting and Support:

  Diagnosing and resolving issues with applications, providing support to end-users, and documenting solutions.

• User Management:

  Managing user accounts, permissions, and access levels within applications.

• Performance Monitoring and Optimization:

  Monitoring application performance, identifying bottlenecks, and implementing strategies to improve efficiency.

• Software Updates and Patches:

  Installing software updates, patches, and security fixes to ensure systems are current and secure.

• Training and Documentation:

  Developing training materials and documentation for users on how to use applications effectively.

• Reporting and Documentation:

  Creating reports and documentation on application performance, issues, and resolutions.

Performance Monitoring

• Outputs

• System Reliability

  : High uptime, timely incident resolution, successful patches.

• Support Effectiveness

  : Fast ticket response/resolution, low escalations, satisfied users.

• Process Compliance

  : SLA adherence, documented procedures, change tracking.

• Improvement Initiatives

  : Proactive monitoring, automation, and reduced recurring issues.

• Knowledge Contribution

  : Up-to-date documentation, RCA reports, knowledge base updates.

• Review Methods

• Monthly Metrics Review

  : Uptime, tickets resolved, SLA compliance, CSAT scores.

• Quarterly Performance Review

  : Feedback from peers/users, documentation audits, RCA evaluations.

• Tool-Based Monitoring

  : Data from helpdesk tool ServiceDesk, monitoring tool ManageEngine, and SIEM logs.

• Training & Growth Tracking

  : Certifications completed, automation/scripts developed.

Engagement

• Internal

  : Application users, Infra Support Team, SAP Support team

• External

  : Application support partners.