L1 Administrator – IT Support & Oracle DB

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 focuses on timely ticket handling, adherence to SLA commitments and ensuring overall client satisfaction.

Key responsibilities

• Respond to all tickets raised by client end‑users within defined SLA timeframes.
• Provide solutions for service requests while maintaining quality standards.
• Act as custodian of the client’s network, servers, systems, storage, platforms and related infrastructure.
• Monitor ticket volume across channels (dial‑home, email, chat, IMS) and ensure appropriate resolution.
• Perform root‑cause analysis on incidents and develop action plans to prevent recurrence.
• Deliver immediate resolution for high‑priority tickets and configure required software/hardware.
• Maintain 100 % adherence to priority‑based timelines to avoid escalations.
• Provision application and user access as per client requirements.
• Track tickets from acceptance through resolution, ensuring compliance with customer‑defined timelines.
• Backup critical data, logs and management resources to guarantee solution quality.
• Coordinate with on‑site teams for complex problem resolution and review chatbot logs to close service requests promptly.

Required profile

• Strong commitment to meeting SLA and timeline targets.
• Ability to manage and resolve tickets across multiple communication channels.
• Experience in performing root‑cause analysis and implementing corrective actions.
• Capability to work collaboratively with on‑site teams for complex issues.

Required skills

• Oracle Database Administration