Administrator

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Resolve, maintain, and manage client's software/hardware/network based on service requests to ensure client satisfaction. Maintain quality parameters, perform root cause analysis, and timely response to tickets. Install/configure software/hardware, provide user access, and coordinate with on-site team for problem resolution.

Role Purpose

The purpose of the role is to resolve, maintain and manageclient’s software/ hardware/ network based on the service requestsraised from the end-user as per the defined SLA’s ensuring clientsatisfaction

Ensure timely response of all the tickets raised by theclient end user
1. Service requests solutioning by maintaining quality parameters
  1. 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
  2. Keep a check on the number of tickets raised (dial home/ email/chat/ IMS), ensuring right solutioning as per the defined resolutiontimeframe

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

Provide application/ user access as per client requirements andrequests to ensure timely solutioning
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 on-site 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
	On-site 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 minimal 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

100% adherence to SLA/ timelines

Multiple cases of red time

Zero customer escalation

Client appreciation emails

Set alert for similar jobsAdministrator role in Mumbai, India

Company

Wipro

Job Posted

a year ago

Job Type

Full-time

WorkMode

On-site

Experience Level

0-2 Years

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