Administrator L3

Role Overview: The role of an Administrator L3 at Wipro Limited 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 to ensure client satisfaction. Key Responsibilities: - Ensure timely response to all the tickets raised by the client end-user. - Solutioning of service requests by maintaining quality parameters. - Act as a custodian of clients" network/server/system/storage/platform/infrastructure and other equipment to ensure proper functioning and upkeep. - Monitor the number of tickets raised (dial home/email/chat/IMS) and provide the right solutions within the defined resolution timeframe. - Perform root cause analysis of tickets raised and create an action plan to resolve the problems for client satisfaction. - Provide immediate resolution to high-priority tickets/services. - Install and configure software/hardware requirements based on service requests. - Adhere 100% to timeliness based on the priority of each issue to manage client expectations and prevent escalations. - Provide application/user access as per client requirements and requests for timely solutions. - Track all tickets from acceptance to resolution stage as per the defined resolution time by the customer. - Maintain timely backup of important data/logs and management resources to ensure acceptable quality solutions for client satisfaction. - Coordinate with on-site teams for complex problem resolution and ensure timely client servicing. - Review the logs gathered by Chat BOTS and ensure timely resolution of all service requests/issues. Qualifications Required: - Mandatory Skills: L&P Policy Acquisition & Servicing. - Experience: 3-5 years. (Note: Additional details about the company were not provided in the job description.),