Administrator(Contract)

 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.