Application Administrator

NEC Software Solutions (India); Mumbai; On-site; INR 450,000 - 650,000; Full time

Job summary

NEC Software Solutions (India) in Mumbai is seeking an Applications User Admin responsible for user administration and L1 support across a mix of third‑party and in‑house apps. You will explore new tools using provided docs and handle incidents via the ticketing system.

Join a busy support team, own incidents from logging to resolution, coordinate with vendors, and develop dashboards and reports to help project analysis, all while delivering strong customer service in a fast-paced environment.

Qualifications

• 1–3 years of Application/IT services support exposure.
• Subject matter expert in supporting, maintaining, and administering complex applications.
• Experience with monitoring tools and databases is desirable.
• Proficiency with Power BI, Excel and SQL is required.
• Experience using ticket-logging tools and procurement workflows.

Responsibilities

• Own configuration, maintenance, and L1 troubleshooting of applications.
• Handle calls from customers and resolve incidents as part of a busy support team.
• Support bespoke applications, procurement systems, and liaise with suppliers.
• Manage workload of incidents and service requests from system queues.
• Follow incident, problem management, escalation, and SLA procedures.
• Troubleshoot to root cause while meeting SLA/OLA.
• Provide clear, customer-focused communication to stakeholders.
• Perform routine application management activities.
• Own issues from logging to closure.
• Coordinate with 3rd-party vendors for joint resolution.
• Develop reports to help project analysis and dashboards within deadlines.
• Deliver dashboards to a high standard within delivery timeframes.

Skills

Problem solving

Analytical thinking

Communication skills

Customer service

Multitasking

Self-motivation

Tools

Power-BI

Excel

SQL

MS Technologies

Ticketing system

PHP

Procurement workflow

Job description

Company Description

Come join us and make a difference in the world!

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.

Main Responsibilities

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)

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 organizational 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