• Job Description

  Req#: 3099188

  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

  1. Ensure timely response of all the tickets raised by the client end user
     1. Service requests solutioning by maintaining quality parameters
        1. 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
        2. 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

  1. Provide an acceptance and immediate resolution to the high priority tickets/ service
  2. Installing and configuring software/ hardware requirements based on service requests
  3. 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

  1. Maintain timely backup of important data/ logs and management resources to ensure the solution is of acceptable quality to maintain client satisfaction
  2. Coordinate with on-site team for complex problem resolution and ensure timely client servicing
  3. 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.

  WebSphere Admin

• About the company

  Wipro Limited is a leading global information technology, consulting and business process services company. We harness the power of cognitive computing, hyper-automation, robotics, cloud, analytics and emerging technologies to help our clients adapt to the digital world and make them successful. A company recognized globally for its comprehensive portfolio of services, strong commitment to sustainability and good corporate citizenship, we have over 180,000 dedicated employees serving clients across six continents. Together, we discover ideas and connect the dots to build a better and a bold new future.

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