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.ResponsibilitiesEnsure 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 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 client satisfaction.Provide an acceptance and immediate resolution to high priority tickets/service.Install and configure 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 the on-site team for complex problem resolution and ensure timely client servicing.Review the log which Chat BOTS gather and ensure all service requests/issues are resolved in a timely manner.Stakeholder InteractionInternalProject 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.ExternalClient: Resolving tickets/queries and servicing them.Competencies RequiredProcess 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.
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