Administrator - Mumbai, India - Wipro Limited
Description
Overview:
Role Purpose
- The purpose of the role is to resolve, maintain and manageclient's software/ hardware/ network based on the service requestsraised from the enduser as per the defined SLA's ensuring clientsatisfaction_
Do
- **Ensure timely response of all the tickets raised by theclient 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 keeptrack of each of their proper functioning and upkeep
- Perform root cause analysis of the tickets raised and create anaction plan to resolve the problem to ensure right client satisfaction
- Provide an acceptance and immediate resolution to the high prioritytickets/ service
- Installing and configuring software/ hardware requirements based onservice requests
- 100% adherence to timeliness as per the priority of each issue, tomanage client expectations and ensure zero escalations
- Track all the tickets from acceptance to resolution stage as per theresolution time defined by the customer
- Maintain timely backup of important data/ logs and managementresources to ensure the solution is of acceptable quality to maintainclient satisfaction
- Coordinate with onsite team for complex problem resolution andensure timely client servicing
- Review the log which Chat BOTS gather and ensure all the servicerequests/ 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 normsto produce consistent results, provide effective control and reductionof risk
_ Expert_:
- Systems Thinking
- Understanding of the Wipro system(interrelatedness, interdependencies and boundaries) and perform problemsolving 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 (inparts) frequently with mínimal support and guidance.
**_
Competent_**Consistently demonstrates the full range of the competency withoutguidance. Extends the competency to difficult and unknown situations aswell.
**_
Expert_**Applies the competency in all situations and is serves as a guide toothers as well.
**_
Master_**Coaches others and builds organizational capability in the competencyarea. Serves as a key resource for that competency and is recognisedwithin 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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