Role Purpose The purpose of the role is to resolve, maintain and manage client's software, hardware, and 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 client's 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% 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. Stakeholder Interaction Stakeholder Type: Internal Project Manager - For governance and client relationship management. On-site project team - To resolve the complex problem/issues at the site. Lead/Sr. Administrator - Guide the administrators with the complex problems. Stakeholder Type: External Client - Resolving the tickets/queries and servicing them. Display Lists the competencies required to perform this role effectively: Functional 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 Behavioral Competencies Problem solving Execution excellence Passion for results Collaborative working Deliver No. Performance Parameter Measure 1. 100% adherence to SLA/timelines Multiple cases of red time, zero customer escalation, client appreciation emails
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