Administrator

1 week ago


Chennai, Tamil Nadu, India Wipro Full time
Role Purpose

The main goal of this role is to handle and maintain the client's software, hardware, and network, addressing service requests from end-users within the set SLA's to ensure client satisfaction. Responsibilities include solving service requests with quality, managing client's network and equipment, tracking ticket resolutions, performing root cause analysis, configuring software/hardware, ensuring timely responses, providing application access, and maintaining backups. Collaboration with on-site teams and stakeholders is crucial for complex issue resolution and maintaining client happiness.

Stakeholder Interaction
Internal:
- Project Manager: For governance and client relationship management
- On-site project team: To address complex issues on-site
- Lead/Sr. Administrator: To guide administrators with challenging problems
External:
- Client: Resolving tickets and queries

Competencies required:

  • Functional Competencies: Process Excellence, Systems Thinking, Technical Knowledge, Competency Levels
  • Behavioral Competencies: Problem-solving, Execution Excellence, Passion for Results, Collaborative Working

Performance Parameters:
1. Adherence to SLA/timelines measured through customer escalations, client appreciation emails, and successful resolution of cases
2. Monitoring and resolving various issues related to VIP Support, Database status, Store and Forward Engine, Ignition Gateway, Client Data Connections, MQTT Connections, and more.

Industry 4.0-COTS MES



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