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Job type
Full-time
Full Job Description
Overview:

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


1.


100% adherence to SLA/ timelines

Multiple cases of red time

Zero customer escalation

Client appreciation emails


2.

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Wipro Limited