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Administrator(Contract)

2 - 7 years

4 - 8 Lacs

Posted:2 days ago| Platform: Naukri logo

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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

  •   
      
     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 norms to produce consistent results, provide effective control and reduction of risk -  Expert 
  • Systems Thinking - Understanding of the Wipro system (interrelatedness, interdependencies and boundaries) and perform problem solving 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 (in parts) frequently with minimal support and guidance.  Competent 
    Consistently demonstrates the full range of the competency without guidance. Extends the competency to difficult and unknown situations as well.  Expert 
    Applies the competency in all situations and is serves as a guide to others as well.  Master 
    Coaches others and builds organizational capability in the competency area. Serves as a key resource for that competency and is recognised within 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 Client appreciation emails 2.

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    Wipro
    Wipro

    Information Technology & Services

    Bengaluru

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