Administrator

Job Description

<strong>Role Purpose<br><br></strong><em>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<br><br></em><strong>Do</strong><ul><li><strong>Ensure timely response of all the tickets raised by theclient end user</strong></li><ul><li>Service requests solutioning by maintaining quality parameters</li><ul><li>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</li><li>Keep a check on the number of tickets raised (dial home/ email/chat/ IMS), ensuring right solutioning as per the defined resolutiontimeframe</li><li>Perform root cause analysis of the tickets raised and create anaction plan to resolve the problem to ensure right client satisfaction</li><li>Provide an acceptance and immediate resolution to the high prioritytickets/ service</li><li>Installing and configuring software/ hardware requirements based onservice requests</li><li>100% adherence to timeliness as per the priority of each issue, tomanage client expectations and ensure zero escalations</li><li>Provide application/ user access as per client requirements andrequests to ensure timely solutioning</li><li>Track all the tickets from acceptance to resolution stage as per theresolution time defined by the customer</li><li>Maintain timely backup of important data/ logs and managementresources to ensure the solution is of acceptable quality to maintainclient satisfaction</li><li>Coordinate with on-site team for complex problem resolution andensure timely client servicing</li><li>Review the log which Chat BOTS gather and ensure all the servicerequests/ issues are resolved in a timely manner<br><br></li></ul><strong> <br><br></strong><strong><em>Stakeholder Interaction<br><br></em></strong><strong> <br><br></strong><strong><em>Stakeholder Type<br><br></em></strong><strong><em>Stakeholder Identification<br><br></em></strong><strong><em>Purpose of Interaction<br><br></em></strong><strong><em>Internal<br><br></em></strong><em>Project Manager<br><br></em><em>For governance and client relationship management<br><br></em><em>On-site project team<br><br></em><em>To resolve the complex problem/ issues at the site<br><br></em><em>Lead/ Sr. Administrator<br><br></em><em>Guide the administrators with the complex problems<br><br></em><strong><em>External<br><br></em></strong><em>Client<br><br></em><em>Resolving the tickets/ queries and servicing them <br><br></em><strong> <br><br></strong><strong>Display<br><br></strong><em>Lists the competencies required to perform this role effectively:</em></ul><ul><li><strong>Functional Competencies/ Skill</strong></li><ul><li>Process Excellence – Ability to follow the standards and normsto produce consistent results, provide effective control and reductionof risk – Expert</li><li>Systems Thinking – Understanding of the Wipro system(interrelatedness, interdependencies and boundaries) and perform problemsolving in a complex environment – Competent</li><li>Technical knowledge – knowledge of the various devices/network etc which the administrator have to service – Expert<br><br></li></ul><strong> <br><br></strong><strong><em>Competency Levels<br><br></em></strong><strong><em>Foundation<br><br></em></strong>Knowledgeable about the competency requirements. Demonstrates (inparts) frequently with minimal support and guidance.<br><br><strong><em>Competent<br><br></em></strong>Consistently demonstrates the full range of the competency withoutguidance. Extends the competency to difficult and unknown situations aswell.<br><br><strong><em>Expert<br><br></em></strong>Applies the competency in all situations and is serves as a guide toothers as well.<br><br><strong><em>Master<br><br></em></strong>Coaches others and builds organizational capability in the competencyarea. Serves as a key resource for that competency and is recognisedwithin the entire organization.<br><br><strong> </strong></ul><ul><li><strong>Behavioral Competencies </strong></li><ul><li>Problem solving</li><li>Execution excellence</li><li>Passion for results</li><li>Collaborative working<br><br></li></ul><strong>Deliver<br><br></strong><strong><em>No.<br><br></em></strong><strong><em>Performance Parameter<br><br></em></strong><strong><em>Measure<br><br></em></strong>100% adherence to SLA/ timelines<br><br>Multiple cases of red time<br><br>Zero customer escalation<br><br>Client appreciation emails<br><br>Desktop Support</ul></ul>