Job description:

General Purpose To provide L3 Windows/VMWare System Administrator support Qualification Bachelor s degree in computer science or related field Excellent and effective communication skills. Tasks and Responsibilities Act as SA for multiple systems and programs to ensure system support needs are met for certification & accreditation, system implementation, operation & maintenance, and IA compliance. Serves as the technical expert responsible for the engineering, implementation, installation, operation, and maintenance of SAN, Backup, and Endpoint protection architecture within Windows/VMWare Supports the Information System Security Manager as directed. Responsible for setting up administrator and service accounts, maintaining system documentation, tuning system performance, installing system wide software, validating and implementing critical system patches, and allocating mass storage space. Handles networking support administration, overall strategy, design, implementation, and operational aspects of multiple systems, operating environments, and related software. Schedules, plans, and oversees system upgrades. Develops functional requirements through interaction with end-users and coordinates with development team on systematic enhancements or changes. Performs fault isolation and diagnostic/assessment functions to include determination and execution of corrective actions(s) on real-time basis. Assists in planning for upgrades and replacements for the program assets reaching the end of their life cycle. Supports asset acquisition, installation, configuration, and maintenance. Performs administrative level installation, configuration, and maintenance on all components/assets associated with the program. Supports senior staff as required and ensures customer requirements and project milestones are met. Interfaces with functional users in both routine and reactive monitoring situations. Interaction normally requires the ability to gain cooperation of others.

• To adhere to quality standards, regulatory requirements and company policies
• To ensure positive customer experience and CSAT through First Call Resolution and minimum rejected resolutions / Reopen Cases
• To participate or contribute on EN business in creation of proposals to drive Service improvement plans.
• To independently resolve tickets & esnure that the agreed SLA of ticket volume and time are met for the team.
• To provide support for on call escalations /L3 level support and doing incident & problem management
• Work on value adding activities such Knowledge base update & management, Training freshers, coaching analysts & conducting interviews/participation in hiring drives.