Job Description

Overview:


Role Purpose


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


Do





• Ensure timely response of 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's 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 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 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 •

•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 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 have to service - •Expert •

•Competency Levels •





•Foundation •



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





•Competent •



Consistently demonstrates the full range of the competency without guidance. Extends the competency to difficult and unknown situations as well.





•Expert •



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





•Master •



Coaches others and builds organizational capability in the competency area. Serves as a key resource for that competency and is recognised within 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.