Administrator

**Job Description**:

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- Job Title: Administrator
- Req Id: 14371
- City:

- State/Province:

- Posting Start Date: 1/29/25
- Job Description:
**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
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**_Stakeholder Type
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**_Stakeholder Identification
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**_Purpose of Interaction
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**_Internal
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- 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
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- 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
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**_Competency Levels
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**_Foundation
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Knowledgeable about the competency requirements. Demonstrates (in parts) frequently with mínimal support and guidance.

**_Competent
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Consistently demonstrates the full range of the competency without guidance. Extends the competency to difficult and unknown situations as well.

**_Expert
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Applies the competency in all situations and is serves as a guide to others as well.

**_Master
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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 resultsCollaborative working**Deliver**

**_No.
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**_Performance Parameter
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**_Measure
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1.

100% adherence to SLA/ timelines

Multiple cases of red time

Zero customer escalation

2.