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.