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Administrator

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Wipro

3mo ago

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

AI generated summary

  • You must ensure timely ticket responses, perform root cause analysis, maintain equipment, provide swift resolutions, track issues, and have technical knowledge with strong problem-solving skills.
  • You will manage and resolve client tickets, ensure timely solutions, maintain network equipment, perform root cause analysis, install software/hardware, and coordinate with teams for complex issues.

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

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 main purpose of the Administrator role?

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

What does timely response to tickets mean?

Timely response to tickets means addressing all service requests raised by the client end-users within the specified resolution timeframe to ensure effective client servicing and satisfaction.

What is expected in terms of stakeholder interaction?

Stakeholder interactions involve collaborating with the project manager for governance and client relationship management, the on-site project team to resolve complex issues, and directly communicating with clients to resolve tickets and queries.

What competencies are required for this role?

Required competencies include functional skills such as Process Excellence, Systems Thinking, and Technical Knowledge, along with behavioral competencies such as Problem Solving, Execution Excellence, Passion for Results, and Collaborative Working.

How is performance measured for the Administrator role?

Performance is measured through adherence to SLA/timelines, the number of red time cases, zero customer escalations, and client appreciation emails.

What kind of issues should the Administrator be prepared to address?

The Administrator should be prepared to address a variety of issues related to the client's network, servers, systems, storage, and infrastructure, including resolving service requests, performing root cause analysis, and installing hardware or software as needed.

Is there any training or guidance available for complex problems?

Yes, the Administrator can receive guidance from Lead/Sr. Administrators to assist with complex problems.

What is the importance of tracking tickets?

Tracking tickets from acceptance to resolution is crucial to ensure timely solutions are provided and to uphold the defined resolution time as set by the customer.

Are there any specific tools or systems the Administrator needs to be familiar with?

Yes, the Administrator needs to have technical knowledge of various devices, networks, and software/hardware components necessary for effective troubleshooting and servicing.

How does the Administrator maintain client satisfaction?

The Administrator maintains client satisfaction by ensuring compliance with SLAs, resolving issues promptly, providing quality solutions, and actively communicating with clients throughout the service process.

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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.