L1 Administrator – Finastra Loan IQ

About the role

The L1 Administrator will be responsible for resolving, maintaining, and managing client software, hardware, and network environments based on service requests. The role ensures timely ticket handling, adherence to SLA commitments, and high client satisfaction.

Key responsibilities

• Respond to all client tickets promptly and provide solutions within defined SLA timeframes.
• Act as custodian of client network, servers, systems, storage, and other infrastructure components.
• Perform root‑cause analysis on incidents and create action plans to prevent recurrence.
• Install and configure software and hardware as required by service requests.
• Provide application and user access according to client specifications.
• Track tickets from acceptance to resolution, ensuring zero escalations.
• Maintain backups of critical data, logs, and management resources.
• Coordinate with on‑site teams for complex problem resolution and review chatbot logs for pending issues.

Required profile

• Strong focus on meeting SLA targets and delivering client satisfaction.
• Ability to perform detailed root‑cause analysis and implement corrective actions.
• Excellent communication skills for interacting with end‑users and on‑site teams.
• Proactive attitude toward ticket management and escalation avoidance.

Required skills

• Finastra – Loan IQ

What we offer

• Opportunity to work within a global digital transformation partner.
• Exposure to a wide range of client environments and technologies.
• Career growth in a purpose‑driven organization.