Administrator(Contract)
3 weeks ago
**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_
**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
- 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
- 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 mínimal 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
2.
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