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Administrator - L2

Administrator - L2

Wipro

1 - 3 years

4 - 7 Lacs

Mumbai

Posted:2 days ago| Platform:

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Skills Required

weblogic problem management end user incident management itil project management operations management team management customer service networking change management process management servicenow itsm service delivery team leading sla management

Work Mode

Work from Office

Job Type

Full Time

Job Description

Role Purpose
The purpose of the role is to resolve, maintain and manage clients software/ hardware/ network based on the service requests raised from the end-user as per the defined SLAs 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 clients network/ server/ system/ storage/ platform/ infrastructure and other equipments to keep track of each of their proper functioning and upkeep

Keep a check on the number of tickets raised (dial home/ email/ chat/ IMS), ensuring right solutioning as per the defined resolution timeframe

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

Provide application/ user access as per client requirements and requests to ensure timely solutioning

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 on-site 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

Deliver
NoPerformance ParameterMeasure1.100% adherence to SLA/ timelinesMultiple cases of red timeZero customer escalationClient appreciation emails

Mandatory Skills:

Weblogic App Server.
Experience1-3 Years.

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Wipro

Information Technology & Services

Bengaluru

250,000+ Employees

12169 Jobs

Key People

Thierry Delaporte

CEO & Managing Director
Jatin Dalal

Chief Financial Officer
Saurabh Govil

Chief Human Resources Officer
Ravi Venkatesan

Chairman

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Administrator - L2