Administrator(Contract)

Job Description

Role PurposeThe 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 equipment 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 PERCENT 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 the 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| Stakeholder Type | Stakeholder Identification | Purpose of Interaction ||------------------|----------------------------------------------------|------------------------------------------------------------|| Internal| Project Manager| For governance and client relationship management || Internal| On-site project team | To resolve the complex problem/issues at the site || Internal| Lead/Sr. Administrator | Guide the administrators with the complex problems|| External| Client | Resolving the tickets/queries and servicing them |Competencies RequiredFunctional 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

Competency Levels

• Foundation Knowledgeable about the competency requirements. Demonstrates (in parts) frequently with minimal support and guidance.
• Competent Consistently demonstrates the full range of the competency without guidance. Extends the competency to difficult and unknown situations as well.
• Expert Applies the competency in all situations and serves as a guide to others as well.
• Master Coaches others and builds organizational capability in the competency area. Serves as a key resource for that competency and is recognized within the entire organization.

Behavioral Competencies

• Problem solving
• Execution excellence
• Passion for results
• Collaborative working

Deliver| No. | Performance Parameter | Measure||-----|--------------------------------------------------|--------------------------------------|| 1. | 100 PERCENT adherence to SLA/timelines| Multiple cases of red time || | | Zero customer escalation || | | Client appreciation emails|LocationKannur

Keyskills :
ticket management service requests client satisfaction root cause analysis software/hardware installation backup issue network administrator infrastructure