Job Details

Job Description

Role Purpose

The purpose of the role is to resolve, maintain and manage the client’s software/ hardware/ network based on the service requests raised from the end-user as per the defined SLA ensuring client satisfaction

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 the client’s network/ server/ system/storage/ platform/ infrastructure and other equipment 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 the right solutions 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 the 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, manage client expectations, and ensure zero escalations
• Provide application/ user access as per client requirements and requests to ensure timely solutions
• 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 the on-site team for complex problem resolution and ensure timely client servicing
• Review the log which Chat BOTS gathers and ensure all the service requests/ issues are resolved in a timely manner

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 performing problem-solving in a complex environment – Competent
• Technical knowledge – knowledge of the various devices/networks, etc which the administrator has to service – Expert

Competency Levels

Foundation

Knowledgeable about the competency requirements. Demonstrates (in parts) frequently with minimal support and guidance.

Competent

Consistently demonstrates the full range of the competency without guidance. Extends the competency to difficult and unknown situations as well.

Expert

Applies the competency in all situations and it serves as a guide to others as well.

Master

Coaches others and builds organizational capability in the competency area. Serves as a key resource for that competency and is recognized within the entire organization.

Behavioral Competencies

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

Deliver

No. Performance Parameter Measure

100% adherence to SLA/ timelines

Multiple cases of red time

Zero customer escalation

Client appreciation emails

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