Administrator - Mumbai, Maharashtra, India - Wipro Limited

Wipro Limited
Wipro Limited
Verified Company
Mumbai, Maharashtra, India

2 weeks ago

Deepika Kaur

Posted by:

Deepika Kaur

beBee Recuiter
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.
More jobs from Wipro Limited
See all jobs of Wipro Limited