Application Administrator

NEC Software Solutions; Mumbai; On-site; INR 600,000 - 900,000; Full time

Job summary

NEC Software Solutions in Mumbai is seeking a proactive Application Administrator to manage user administration and provide L1 support for a suite of internal applications. You will handle incidents, collaborate with vendors, and deliver dashboards to stakeholders, ensuring SLA adherence.

You will work with MES/Procurement systems and BI tools, supporting critical business processes with strong communication and analytical skills.

Qualifications

• 1–3 years in Application/IT Services Support.
• Subject matter expert in supporting, maintaining, and administering complex applications.
• Understands the workflow and process requirements of application systems.
• Demonstrable experience in supporting business-critical applications.

Responsibilities

• Have overall ownership of configuration, maintenance, and L1 troubleshooting of applications.
• Work as part of a busy support team, taking calls from customers and resolving incidents.
• Support bespoke applications, Procurement systems, and liaise with suppliers.
• Manage workload of incoming incidents/service requests from queues in the ticket tool.
• Adhere to incident and problem management, escalation, and resolution procedures within SLA times.
• Ensure compliance with all procedures.
• Assess logged issues and perform root-cause analysis to resolve issues while managing SLA/OLA.
• Deliver high level customer service with clear communication to stakeholders.
• Perform routine activities as part of prescribed application management processes.
• Own issues and drive them to closure; coordinate with third-party vendors.
• Develop understanding of customer needs and propose reports for project analysis.
• Deliver dashboards within delivery timeframes, individually or as a team.

Skills

MS Technologies

Experience using ticket-logging tool

Procurement workflow

Tools

Power BI

Excel

SQL

Job description

Company Description

Come join us and make a difference in the world!

Discover more at www.necsws.com

Job Description

The selected individual will be responsible for User Administration of the suite of Applications used by the NEC business. These are made up of systems from third-party vendors, as well as those that are built [and maintained] in-house. The successful candidate should be able to explore, study, and rapidly familiarise themselves with an application/tool, utilizing provided documentation in order to take on administrative responsibilities. Thereafter, the Applications User Admin will provide L1 Support for these apps to internal NPS staff who log issues via the ticket-management tool.

The main function of the User Administration team at of NEC software solution (India – Mumbai) is to manage the ongoing technical-operations of software applications for NPS. These applications are used by various internal-NPS departments for critical business functions and are developed either by a 3rd-party vendor or in-house by NEC. The Application Administrator will be responsible for carrying out routine activities for the ongoing upkeep of the applications, as well as be the main point of contact for resolving issues which are logged by users. 1. Have overall ownership of configuration, maintenance, and L1 troubleshooting of applications. 2. Working as part of a busy support team, taking calls from customers and resolving incidents. 3. Related tasks will include user administration and support of bespoke applications, Procurement systems and liaising with suppliers 4. Manage workload of incoming incidents/service requests from system queues in ticket logging tool. 5. Adhering to incident and problem management, escalation, and resolution procedures ensuring all support calls are dealt with within SLA timescales. Ensuring compliance with all procedures. 6. Assess logged issues and go through trouble-shooting protocols to find root-cause and subsequent resolution, all while managing SLA/OLA levels. 7. Provide a high level of customer service by understanding their situation and providing clear communication to involved stakeholder(s). 8. Perform routine activities as part of prescribed application management processes. 9. Be able to take ownership of issues (incidents/service requests) and drive them to closure. 10. Be able to work with vendors of 3rd-party applications and maintain an effective communication channel for the joint resolution of issues logged by users. 11. Develop a deep understanding of customer needs and proactively suggest reports that can help project analysis 12. Work within the team or autonomously where appropriate to deliver suitable dashboards, presented to a high standard and within delivery timeframes.

Qualifications

Essential

• 1 – 3 years of Application/IT Services Support exposure

Demonstrated ability to be the subject matter expert in supporting, maintaining, and administering complex applications

• Understands the workflow and process requirements of application systems
• Demonstrable experience in supporting business-critical application(s)

Desirable

• Experience with monitoring tools
• Experience of working with databases in a business environment
• Demonstrable experience in supporting business-critical application(s)

Knowledge (Languages, IT skills etc.)

Essential

• MS Technologies
• Experience using ticket-logging tool
• Procurement workflow
• Power-BI, Excel and SQL

Desirable

• ITIL Service Management Foundation cert./Experience
• PHP knowledge

Personal Skills and Competences

Essential

• Excellent problem solving/analytical skills and knowledge of analytical tools
• Display and execute logical and complex troubleshooting methods
• Excellent verbal, written communication and negotiations skills
• Demonstrated soft skills required such as presentation of ideas and clearly articulate the concepts to senior management
• Ability to effectively interface with technical and nontechnical staff at all organisational levels
• Strong customer services and problem solving skills
• Ability to provide outstanding customer service, be a good listener and work well with others
• Self-motivated, able to work independently, and takes initiative
• Ability to multitask in a fast paced environment. Outstanding attention to detail with superior time management skills.
• Ability to learn new content areas and new skills quickly and well required.
• Professional attitude and work habits.

Desirable

• Demonstrated ability to work successfully with a diverse group of (internal) customers
• Understands business function related to the application.
• Ability to work through ambiguous work situations

Additional Information

Location: Mumbai

Working Hours: Full Time UK Hours