Role Purpose
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
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