Administrator
2 weeks ago
Overview:
**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.
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