Administrator

Skills :     Administrator

Job Description:

The purpose of the role is to resolve, maintain, and manage the client’s software/ hardware/ network based on the service requests raised by the end user as per the defined SLA ensuring client satisfaction

Do

• Ensure timely response of all the tickets raised by the client end user
• Service requests solutions by maintaining quality parameters
• Act as a custodian of the 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 the right solution 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 the 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 the 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 gathers and ensure all the service requests/ issues are resolved promptly
  
  


Stakeholder Interaction



Stakeholder Type

Stakeholder Identification

Purpose of Interaction

Internal

Project Manager

For governance and client relationship management

On-site project team

To resolve the complex problems/ issues at the site

Lead/ Sr. Administrator

Guide the administrators with the complex problems

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 performing problem solving in a complex environment - Competent
• Technical knowledge - knowledge of the various devices/ network etc which the administrator have to service - Expert
  
  


Competency Levels

Foundation



Competent



Expert



Master




• Behavioral Competencies
• Problem solving
• Execution excellence
• Passion for results
• Collaborative working