Administrator - IT Operations Management, RESTful API, Angular

Administrator - IT Operations Management, RESTful API, Angular

Noida, Uttar Pradesh

Job Summary

The Tools & Automation Administrator plays a crucial role in maintaining high service quality by independently resolving technical tickets, providing on-call support, and conducting root cause analysis. This position significantly impacts customer satisfaction and operational efficiency through effective problem-solving and proactive management of support activities.

Key Responsibilities

• Provide Technical Support And Solutions By Leveraging Snow - Itom And Rest/Soap Api To Resolve Tickets Independently, Ensuring Adherence To Quality Standards And Company Policies.

• Conduct Root Cause Analysis On Escalated Issues, Utilizing Angular Js For Effective Troubleshooting And Resolution To Enhance Service Performance.

• Engage In Value-Adding Activities Such As Updating And Managing The Knowledge Base, Training New Team Members, And Coaching Analysts To Foster Continuous Improvement.

• Track And Manage Ticket Resolution Within Agreed Service Level Agreements (Slas) For Ticket Volume And Response Time, Ensuring Timely Delivery Of Support.

• Enhance Customer Experience And Satisfaction By Achieving First Call Resolution Rates And Minimizing Rejected Resolutions And Reopened Cases.

Skill Requirements

• Proficient In Snow Itom And Rest/Soap Api For It Service Management.

• Solid Understanding Of Angular Js For Enhancing Application Support And Development.

• Familiarity With Ticketing Systems And Escalation Processes.

• Strong Analytical Skills For Effective Root Cause Analysis And Problem Resolution.

• Excellent Communication Skills To Facilitate Training And Coaching Efforts.

Other Requirements

• Itil Foundation Certification Is Optional But Valuable For Understanding Service Management Principles