Administrator - Mumbai, Maharashtra, India - Wipro Limited
Description
Overview:
Role Purpose
- The purpose of the role is to resolve, maintain and manage client's software/ hardware/ network based on the service requests raised from the enduser as per the defined SLA's ensuring client satisfaction_
Do
-
Ensure timely response of all the tickets raised by the client end user
- _Service requests solutioning by maintaining quality parameters _
- Act as a custodian of client's network/ server/ system/ storage/ platform/ infrastructure and other equipment's to keep track of each of their proper functioning and upkeep
- Perform root cause analysis of the tickets raised and create an action plan to resolve the problem to ensure right client satisfaction
- Provide an acceptance and immediate resolution to the high priority tickets/ service
- Installing and configuring software/ hardware requirements based on service requests
- 100% adherence to timeliness as per the priority of each issue, to manage client expectations and ensure zero escalations
- Track all the tickets from acceptance to resolution stage as per the resolution time defined by the customer
- Maintain timely backup of important data/ logs and management resources to ensure the solution is of acceptable quality to maintain client satisfaction
- Coordinate with onsite team for complex problem resolution and ensure timely client servicing
- Review the log which Chat BOTS gather and ensure all the service requests/ issues are resolved in a timely manner
_Stakeholder Interaction_
**_
- **
_Stakeholder Type_
_Stakeholder Identification_
_Purpose of Interaction_
_Internal_
- Project Manager_
- For governance and client relationship management_
- Onsite project team_
- To resolve the complex problem/ issues at the site_
- Lead/ Sr. Administrator_
- Guide the administrators with the complex problems_
_External_
- Client_
- Resolving the tickets/ queries and servicing them_
Display
- Lists the competencies required to perform this role effectively: _
_Functional Competencies/ Skill_
- Process Excellence
- Ability to follow the standards and norms to produce consistent results, provide effective control and reduction of risk
_ Expert_:
- Systems Thinking
- Understanding of the Wipro system (interrelatedness, interdependencies and boundaries) and perform problem solving in a complex environment
_Competent_:- Technical knowledge knowledge of the various devices/ network etc which the administrator have to service
_Expert_
_Competency Levels_
_Foundation_
Knowledgeable about the competency requirements. Demonstrates (in parts) frequently with mínimal support and guidance.
_Competent_
Consistently demonstrates the full range of the competency without guidance. Extends the competency to difficult and unknown situations as well.
_Expert_
Applies the competency in all situations and is serves as a guide to others as well.
_Master_
Coaches others and builds organizational capability in the competency area. Serves as a key resource for that competency and is recognised within the entire organization.
-
_Behavioral Competencies _
- Problem solving
- Execution excellence
- Passion for results
- Collaborative working
Deliver
_No._
_Performance Parameter_
_Measure_
1.
100% adherence to SLA/ timelines
Multiple cases of red time
Zero customer escalation
2.
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