Administrator at Wipro Limited (Indianapolis, IN)

| Indianapolis, IN
Sorry, this job was removed at 1:51 p.m. (CST) on Monday, September 26, 2022
Find out who's hiring in Indianapolis, IN.
See all Operations jobs in Indianapolis, IN
Apply Now
By clicking continue you agree to Built In’s Privacy Policy and Terms of Use.
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

    2.
    More Information on Wipro Limited
    Wipro Limited operates in the Information Technology industry. The company is located in Mountain View, CA. Wipro Limited was founded in 1945. It has 240702 total employees. It offers perks and benefits such as Flexible Spending Account (FSA), Disability Insurance, Dental Benefits, Vision Benefits, Health Insurance Benefits and Life Insurance. To see all 226 open jobs at Wipro Limited, click here.
    Read Full Job Description
    Apply Now
    By clicking continue you agree to Built In’s Privacy Policy and Terms of Use.

    Similar Jobs

    Apply Now
    By clicking continue you agree to Built In’s Privacy Policy and Terms of Use.
    Save jobView Wipro Limited's full profileFind similar jobs