Administrator - Mysore, India - Encore Theme

Encore Theme

Verified Company

Mysore, India

1 week ago

Posted by:

Deepika Kaur

beBee Recuiter

Description

Mysore, India

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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