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. Responsibilities Ensure timely response to 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 acceptance and immediate resolution to high priority tickets/service. Install and configure software/hardware requirements based on service requests. Ensure 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 Internal: Project Manager - For governance and client relationship management. On-site project team - To resolve complex problems/issues at the site. Lead/Sr. Administrator - Guide the administrators with complex problems. External: Client - Resolving tickets/queries and servicing them. Competencies Required Functional Competencies/Skills: 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 has to service - Expert. Behavioral Competencies: Problem solving Execution excellence Passion for results Collaborative working Performance Parameters 100% adherence to SLA/timelines, multiple cases of red time, zero customer escalation, client appreciation emails.
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