About this role
Job title: Lead Administrator (Support & Operations)
About the Role
Lead Administrator (Support & Operations) in Lucknow will diagnose and resolve complex technical issues impacting business operations, facilitate root-cause analysis, and enhance customer feedback for support operations.
What You'll Do
- Provide quality support with a high degree of customer service, technical expertise and timeliness.
- Must be an excellent communicator with responsibility of interacting with business, other technology teams and third-party managed service providers.
- Working knowledge in Service Desk environment which includes and not limited to Windows OS troubleshooting, Software/App troubleshooting, Services, Hardware etc.
- Perform periodic EUC/DWP data analysis to identify top volume drivers, root causes that can be automated/scripted.
- Ensure that tool versions are kept current per OEM and business recommendations
- Work hand in hand with respective VDU leads for data identification and SOP documentation
- Work closely with developers to get the required scripts created and implemented
- Collaborate with all EUC/DWP teams to gather inputs data analysis and scripting opportunities identified to reduce the cycle time or automate the workload
- Perform periodic audits and conduct assessments for the tools in scope and identify the areas of improvement
- Closely monitor dashboards and tool usage.
- Inform respective teams about any trends observed while monitoring and get the same actioned.
- Conduct lunch & learn sessions and weekly walkthroughs for business and HCL teams to increase tool adoption
What We're Looking For
- Hands-on/exposure to Conversational Chatbot solution like ServiceNow VA, Avaamo, Yellow.ai Moveworks, etc.
- Proficient with any market leading Unified eXperience Management (UXM) solutions like Nexthink, Aternity, Systrack, 1e Tachyon, Control Up etc.
- Minimum 5 years of experience in Infrastructure Technology
- Minimum 3 years of experience in delivering EUC/DWP services.
- Should have worked and be open to work in a 24x7 environment.
- Ability to communicate effectively with end users, business owners, developers and various levels of management.
- Excellent written and verbal interpersonal skills including demonstrated ability to consolidate data to provide easily understandable deliverables
- Comfortable working in a fast paced, Dynamic environment and developing flexible solutions to meet evolving business requirements
Nice to Have
- Hands-on experience with SCCM, Windows, AD, Citrix, SQL, PowerShell; ITSM tools such as ServiceNow, BMC Remedy
- Experience with data-driven tool adoption and automation initiatives
Compensation & Benefits
- Industry-benchmarked compensation
- Best-in-class healthcare benefits
- Personal time off
- Maternity and paternity benefits
- Access to skills / higher education programs/resources
- Discounts on products and services via Benefit Box
- Participate in CSR programs and live life with a purpose
- Opportunities to grow and advance your career
Note: The benefits listed above vary depending on the nature of your employment and the country where you work. Some benefits may be available in some countries but not in all.