Position: Not Applicable

Job type: Full-time

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Job content

Role Purpose

The purpose of the role is to resolve, maintain and manageclient’s software/ hardware/ network based on the service requestsraised from the end-user as per the defined SLA’s ensuring clientsatisfaction

Do
  • Ensure timely response of all the tickets raised by theclient 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 keeptrack 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 resolutiontimeframe
      • Perform root cause analysis of the tickets raised and create anaction plan to resolve the problem to ensure right client satisfaction
      • Provide an acceptance and immediate resolution to the high prioritytickets/ service
      • Installing and configuring software/ hardware requirements based onservice requests
      • 100% adherence to timeliness as per the priority of each issue, tomanage client expectations and ensure zero escalations
      • Provide application/ user access as per client requirements andrequests to ensure timely solutioning
      • Track all the tickets from acceptance to resolution stage as per theresolution time defined by the customer
      • Maintain timely backup of important data/ logs and managementresources to ensure the solution is of acceptable quality to maintainclient satisfaction
      • Coordinate with on-site team for complex problem resolution andensure timely client servicing
      • Review the log which Chat BOTS gather and ensure all the servicerequests/ issues are resolved in a timely manner



      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 problem/ 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 normsto produce consistent results, provide effective control and reductionof risk - Expert
      • Systems Thinking - Understanding of the Wipro system(interrelatedness, interdependencies and boundaries) and perform problemsolving in a complex environment - Competent
      • Technical knowledge - knowledge of the various devices/network etc which the administrator have to service - Expert



      Competency Levels

      Foundation

      Knowledgeable about the competency requirements. Demonstrates (inparts) frequently with minimal support and guidance.

      Competent

      Consistently demonstrates the full range of the competency withoutguidance. Extends the competency to difficult and unknown situations aswell.

      Expert

      Applies the competency in all situations and is serves as a guide toothers as well.

      Master

      Coaches others and builds organizational capability in the competencyarea. Serves as a key resource for that competency and is recognisedwithin the entire organization.

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

      Deliver

      No.

      Performance Parameter

      Measure

      100% adherence to SLA/ timelines

      Multiple cases of red time

      Zero customer escalation

      Client appreciation emails
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