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Administrator

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Wipro

2mo ago

  • Job
    Full-time
    Mid & Senior Level
  • Software Engineering
    IT & Cybersecurity
  • Pune

AI generated summary

  • You must ensure timely ticket resolution, provide high-quality service solutions, perform root cause analysis, manage client expectations, maintain strict adherence to SLAs, and possess strong technical knowledge.
  • You will manage client tickets, ensure timely resolutions, perform root cause analysis, maintain systems, install software, track requests, and coordinate with teams for effective client servicing.

Requirements

  • 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
  • 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
  • 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
  • Problem solving
  • Execution excellence
  • Passion for results
  • Collaborative working
  • 100% adherence to SLA/ timelines
  • Multiple cases of red time
  • Zero customer escalation
  • Client appreciation emails
  • ServiceNow - IT Service Management

Responsibilities

  • 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
  • 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

FAQs

What is the primary purpose of the Administrator role?

The primary purpose of the Administrator role is to resolve, maintain, and manage clients’ software, hardware, and network issues based on service requests from end-users, ensuring client satisfaction as per the defined SLAs.

What responsibilities are included in the Administrator role?

Responsibilities include ensuring timely ticket responses, maintaining the functioning of clients’ equipment, performing root cause analysis, installing software/hardware, managing backups, and coordinating with on-site teams for complex problems.

What is meant by SLA in the context of this role?

SLA stands for Service Level Agreement, which defines the expected timeframes for responding to and resolving service requests to ensure client satisfaction.

Who are the key stakeholders for this position?

Key stakeholders include the Project Manager for governance and client relationship management, the on-site project team for resolving complex issues, and the client for addressing tickets and queries.

What are the required functional competencies for this position?

Required functional competencies include Process Excellence, Systems Thinking, and Technical Knowledge related to various devices and networks.

What behavioral competencies are important for success in this role?

Important behavioral competencies include Problem Solving, Execution Excellence, Passion for Results, and Collaborative Working.

How is performance measured for the Administrator role?

Performance is measured by adherence to SLAs/timelines, the number of customer escalations, and client appreciation received, among other metrics.

What should be done in case of high-priority tickets?

High-priority tickets should be addressed with immediate resolution to ensure prompt client servicing and satisfaction.

What tools are used for tracking service requests?

ServiceNow is utilized as the IT Service Management tool for tracking all tickets from acceptance to resolution.

Is there a focus on teamwork in this role?

Yes, collaboration with on-site teams and other stakeholders is essential for effective problem-solving and timely client servicing.

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Wipro

Technology
Industry
10,001+
Employees
1945
Founded Year

Mission & Purpose

Wipro Limited (NYSE: WIT, BSE: 507685, NSE: WIPRO) is a leading technology services and consulting company focused on building innovative solutions that address clients’ most complex digital transformation needs. Leveraging our holistic portfolio of capabilities in consulting, design, engineering, and operations, we help clients realize their boldest ambitions and build future-ready, sustainable businesses. With over 250,000 employees and business partners across 66 countries, we deliver on the promise of helping our customers, colleagues, and communities thrive in an ever-changing world. Wipro is an Equal Employment Opportunity employer and makes all employment and employment-related decisions without regard to a person's race, sex, national origin, ancestry, disability, sexual orientation, or any other status protected by applicable law.