Careers Wipro For Administrator

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

• Provide an acceptance and immediate resolution to the high prioritytickets/ service
• 100% adherence to timeliness as per the priority of each issue, tomanage client expectations and ensure zero escalations
• Perform root cause analysis of the tickets raised and create anaction plan to resolve the problem to ensure right client satisfaction
• 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
• Coordinate with on-site team for complex problem resolution andensure timely client servicing
• Provide application/ user access as per client requirements andrequests to ensure timely solutioning
• Installing and configuring software/ hardware requirements based onservice requests
• Track all the tickets from acceptance to resolution stage as per theresolution time defined by the customer
• Ensure timely response of all the tickets raised by theclient end user
• Maintain timely backup of important data/ logs and managementresources to ensure the solution is of acceptable quality to maintainclient satisfaction
• Review the log which Chat BOTS gather and ensure all the servicerequests/ issues are resolved in a timely manner
• Service requests solutioning by maintaining quality parameters
• Keep a check on the number of tickets raised (dial home/ email/chat/ IMS), ensuring right solutioning as per the defined resolutiontimeframe

Job Requirements:

• Process Excellence – Ability to follow the standards and normsto produce consistent results, provide effective control and reductionof risk – Expert
• Technical knowledge – knowledge of the various devices/network etc which the administrator have to service – Expert
• Systems Thinking – Understanding of the Wipro system(interrelatedness, interdependencies and boundaries) and perform problemsolving in a complex environment – Competent