Administrator - Chennai

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 from the end-user as per the defined SLA ensuring client satisfaction.

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 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 solutions as per the defined resolution time frame.

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/services.
• Installing and configuring software/ hardware requirements based on service requests.
• 100% adherence to timeliness as per the priority of each issue, 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 the 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

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 complex problems.

External

• Client - Resolving the tickets/ queries and servicing themLists the competencies required to perform this.

Required skills

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 has 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 it 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 recognized within the entire organization.

Behavioral Competencies

• Problem-solving
• Execution excellence
• Passion for results
• Collaborative working.

Performance Parameter

• 100% adherence to SLA/ timelines.
• Multiple cases of red time.
• Zero customer escalation.
• Client appreciation emails.