Administrator - Pune, Maharashtra, India - Wipro Limited
Description
Pune, India; Bengaluru, India- DOP
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.
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