Administrator - Pune, Maharashtra, India - Wipro Limited

Wipro Limited

Verified Company

Pune, Maharashtra, India

1 week ago

Posted by:

Deepika Kaur

beBee Recuiter

Description

Pune, India

Tech Hiring

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.

TIS Service Desk

We are an Equal Opportunity Employer.

All qualified applicants will receive consideration for employment without regard to race, color, caste, creed, religion, gender, marital status, age, ethnic and national origin, gender identity, gender expression, sexual orientation, political orientation, disability status, protected veteran status, or any other characteristic protected by law.