Associate Consultant Job in Hcltech
Associate Consultant
Hcltech
4+ weeks ago
- Noida, Gautam Buddha Nagar, Uttar Pradesh
- Not Disclosed
- Full-time
Job Summary
Job Title: AS400 (iSeries) Administrator
Job Summary
We are looking for an AS400 (iSeries) Administrator to provide L3 support, incident management, and service improvements while ensuring adherence to quality standards, regulatory requirements, and company policies. The role requires working in US time zones, and candidates may be offshore-based or located in Mexico.
Key Responsibilities
System Administration & Support:
- Independently resolve tickets and ensure adherence to SLA requirements (volume & time).
- Provide L3 level support and manage incident & problem resolution.
- Ensure First Call Resolution (FCR) and minimize rejected resolutions or reopened cases.
Service Management & Continuous Improvement:
- Contribute to Service Improvement Plans and Knowledge Base Management.
- Participate in proposal creation to drive service enhancements.
- Support on-call escalations and ensure high customer satisfaction (CSAT).
Training & Hiring Contributions:
- Train new hires and mentor junior analysts.
- Conduct interviews and participate in hiring drives.
Required Skills & Experience
Technical Skills:
- Expertise in AS400 (iSeries) administration.
- Strong understanding of incident & problem management.
Soft Skills:
- Ability to work independently and resolve escalations efficiently.
- Strong customer focus with experience in client engagement & CSAT improvement.
- Excellent communication and mentoring skills.
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