Administrator - L3

Job description:Job Description

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 end-user as per the defined SLA’s ensuring client satisfaction

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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
• 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

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Deliver

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

 

͏ Key responsibilities · Extensive experience working with New Relic APM Solutions including Instrumentation, Creation of Business Journeys and optimization that enable proactive and efficient monitoring, alerting, and troubleshooting of complex systems, applications and critical business processes · In depth knowledge of observability principles, practices, and industry standards. · Strong understanding of application architecture, infrastructure, and cloud technologies - Kubernetes. · Collaborate with clients to understand their business objectives and translate them into APM requirements. · Develop custom dashboards, reports, and alerts to monitor and track key performance indicators (KPIs). · Provide guidance and support to clients on leveraging APM / Observability data to drive proactive performance management. · Collaborate with cross-functional teams, including developers, operations, and business stakeholders, to drive best practices and continuous improvement.Mandatory Skills Good understanding and experience on: · Strong experience in implementing and managing New Relic APM / Observability Tools) · Proficient in working with monitoring agents, setting up instrumentation, and integrating Observability tools with application frameworks and platforms · Assessment of the right metrics, and traces to be configured relevant to the Tech stack · Proficiency in configuring and customizing APM / Observability tools and should be capable of working on the data on boarding (eg: Db connect, Linux, Windows, Azure and other data sources) to monitor various application stacks, including web, mobile, and cloud-based applications. · Understanding of application performance metrics, tracing, and profiling techniques. · Knowledge of log management and analysis activities · Expertise in troubleshooting performance issues, conducting root cause analysis, and implementing performance optimization strategies. · Strong knowledge of distributed systems, microservices architectures, and cloud technologies (e.g., AWS, Azure, GCP). · Experience in analysing Observability data, identifying performance patterns, and making data-driven recommendations. · Familiarity with CI/CD pipelines and DevOps practices in a cloud context · Excellent problem-solving and analytical skills to diagnose complex performance issues and recommend effective solutions. · Strong communication and presentation skills to effectively communicate technical concepts and findings to both technical and non-technical stakeholders. · Good hands-on with scripting languages like Python or PowerShell for automation and extending APM tool functionality. · Ability to work collaboratively in cross-functional teams and manage client relationships effectively. · New Relic full stack observability practitioner.͏

 

Experience: 3-5 Years
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Reinvent your world. We are building a modern Wipro. We are an end-to-end digital transformation partner with the boldest ambitions. To realize them, we need people inspired by reinvention. Of yourself, your career, and your skills. We want to see the constant evolution of our business and our industry. It has always been in our DNA - as the world around us changes, so do we. Join a business powered by purpose and a place that empowers you to design your own reinvention. Come to Wipro. Realize your ambitions. Applications from people with disabilities are explicitly welcome.