Administrator (Support & Operations)

Experience: Not Available to Not Available years

Location: Gautam Buddha Nagar, India

Skills: MS Excel, Power BI, Tableau, SQL, Data Analysis

Job Summary
To independently resolve tickets, provide on call support and doing root cause analysis to ensure positive customer feedback.

Key Responsibilities
1. To adhere to quality standards, regulatory requirements and company policies.
2. To provide support for on call escalations and doing root cause analysis of given issue.
3. Work on value adding activities such Knowledge base update & management, Training freshers, coaching analysts.
4. To independently resolve tickets within agreed SLA of ticket volume and time.
5. To ensure positive customer experience and CSAT through First Call Resolution and minimum rejected resolutions / Reopen Cases.

Skill Requirements
Prepare daily, weekly, monthly, and ad-hoc management reports- Analyze data to identify trends, gaps, and performance issues- Track KPIs, SLAs, OLAs, and operational metrics- Ensure accuracy, consistency, and timeliness of reports




Design and maintain dashboards using Excel, Power BI, or Tableau- Automate recurring reports to improve efficiency- Present data in a transparent and business-friendly manner.

Other Requirements
Data Management & Stakeholder Coordination- Collect data from ITSM tools, monitoring systems, and internal sources- Validate and reconcile data for accuracy- Work closely with service managers and business stakeholders- Provide insights and recommendations based on analysis.

Skills & Qualifications
- Strong MS Excel skills (Pivot Tables, formulas, VLOOKUP/XLOOKUP)
- Experience with reporting/visualization tools like Power BI or Tableau
- Basic understanding of SQL or data queries (preferred)
- Strong analytical, communication, and documentation skills.

Experience Expectations
Ability to independently handle reporting activities, build dashboards with minimal guidance, and continuously improve reporting quality and efficiency.

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