Administrator - L3

**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 satisfactio

**SR Location: Bengaluru Whitefield**

**SR Band. : B2**

**Key responsibilities**:
**Technical Tasks**:
- Responsible for identifying, recording, registering and performing the correct troubleshooting of tickets as mentioned in the service catalog for SQL service.
- SQL administration tasks
- Provide escalated support for SQL CTW services on CTW servers
- Provide escalated support for the SQL servers of the SCOM and SCCM teams.
- Provide support to the Citrix team for SQL related activities.
- Administer, backup, recover hosted instances
- Advise, provide performance checks and escalated support about performance tasks to SAP SMEs.
- Provide support to the SCCM team for creating reports based on SQL.
- Handle all tickets escalated by Field IT or Service Desk or forwarded from other service teams.

**Expert knowledge of**:
- Installation, configuration and troubleshooting of current and previous MS SQL server versions/éditions dating back to 2016
- SQL server maintenance tasks
- SQL server high availability / disaster recovery solutions especially SQL Cluster and Always On
- SQL server backup strategies and recovery of instances and databases
- Performance tuning/optimisation of SQL server
- Data encryption

**Good knowledge of**:
- SQL server monitoring concepts
- Data protection (GDPR/SOX etc. concepts)
- Security, secure SQL server access and user/role assignment
- Secure SQL networking
- T-SQL\PowerShell
- Cloud concepts - optional (e.g. Azure\AWS\GCP)

**͏**:
**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

**͏**:
**Deliver**
- No
- Performance Parameter
- Measure
- 1.
- 100% adherence to SLA/ timelines
Multiple cases of red time
Zero customer escalation

**͏**:
**͏**:
Mandatory Skills: MSSQL Database Admin.

Experience: 3-5 Years.

Reinvent your world. We are building a modern Wipro. We are an end-to-end digital transformation partner with the boldest ambitions. To realize them, we need people inspired by reinvention. Of yourself, your career, and your skills. We want to see the constant evolution of our business and our industry. It has always been in our DNA - as the world around us changes, so do we. Join a business powered by purpose and a place that empowers you to design your own reinvention. Come to Wipro. Realize your ambitions. Applications from people with disabilities are explicitly welcome.