Job Description

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.