Administrator

7 days ago

Chennai Tamil Nadu, India Wipro Limited Full time

Chennai, India
- Tech Hiring
- 3039989

**Role Purpose**
- The purpose of the role is to resolve, maintain and manageclient’s software/ hardware/ network based on the service requestsraised from the end-user as per the defined SLA’s ensuring clientsatisfaction_

**Do**
- **
Ensure timely response of all the tickets raised by theclient 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 keeptrack of each of their proper functioning and upkeep
- Perform root cause analysis of the tickets raised and create anaction plan to resolve the problem to ensure right client satisfaction
- Provide an acceptance and immediate resolution to the high prioritytickets/ service
- Installing and configuring software/ hardware requirements based onservice requests
- 100% adherence to timeliness as per the priority of each issue, tomanage client expectations and ensure zero escalations
- Track all the tickets from acceptance to resolution stage as per theresolution time defined by the customer
- Maintain timely backup of important data/ logs and managementresources to ensure the solution is of acceptable quality to maintainclient satisfaction
- Coordinate with on-site team for complex problem resolution andensure timely client servicing
- Review the log which Chat BOTS gather and ensure all the servicerequests/ 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 normsto produce consistent results, provide effective control and reductionof risk -**_ Expert_**:

- Systems Thinking - Understanding of the Wipro system(interrelatedness, interdependencies and boundaries) and perform problemsolving 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 (inparts) frequently with mínimal support and guidance.

**_
Competent_**

Consistently demonstrates the full range of the competency withoutguidance. Extends the competency to difficult and unknown situations aswell.

**_
Expert_**

Applies the competency in all situations and is serves as a guide toothers as well.

**_
Master_**

Coaches others and builds organizational capability in the competencyarea. Serves as a key resource for that competency and is recognisedwithin 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.

Checkpoint Firewalls and VPN

We are an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, caste, creed, religion, gender, marital status, age, ethnic and national origin, gender identity, gender expression, sexual orientation, political orientation, disability status, protected veteran status, or any other characteristic protected by law.

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