Application Packaging Engineer

1 day ago

Hyderabad, Telangana, India Wipro Full time ₹ 9,00,000 - ₹ 12,00,000 per year

Role Purpose

The purpose of the role is to resolve, maintain and manage clients software/ hardware/ network based on the service requests raised from the end-user as per the defined SLAs 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 clients network/ server/ system/ storage/ platform/ infrastructure and other equipments to keep track of each of their proper functioning and upkeep
- Keep a check on the number of tickets raised (dial home/ email/ chat/ IMS), ensuring right solutioning as per the defined resolution timeframe
- 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
- Provide application/ user access as per client requirements and requests to ensure timely solutioning
- 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*

NoPerformance ParameterMeasure

**1. 100% adherence to SLA/ timelines

Multiple cases of red time

Zero customer escalation

Client appreciation emails

Mandatory**Skills:

  • Application Packaging - Windows.Experience3-5 Years.

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