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

Responsibility

• 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

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

• Competent
• Expert
• Master

Behavioral Competencies 

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