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Wipro
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Administrator - L3

Administrator - L3

Wipro

3 - 5 years

4 - 8 Lacs

Bengaluru

Posted:2 weeks ago| Platform:

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Skills Required

application packaging sharepoint powershell script packaging sccm powershell management skills file system vb intune software installation change management conflict management end user flexera microsoft windows troubleshooting process automation

Work Mode

Work from Office

Job Type

Full Time

Job Description

Role Purpose
EXPECTATIONS AND TASKS
Technical Tasks

Build new software packages for Windows platform

Refresh existing packages or applications for Microsoft Windows platform. (lite package, essential QA only)

Application packaging using install shield.

Resolving end-user packaging incidents.

Provide technical consultancy and support to team in related area of technology.

Support all software packages

Submit application requests for software

Process Expectations

Follow agreed processes and procedures for ticket resolution.

Have a pro-active approach to identify, co-ordinate and resolve tickets

Be a team player and interact/help team members/cross functional teams to achieve faster issue resolution

Follow/improve SLA resolution timings.

Adhere to incident, problem and change management processes.

Participate in team meetings as per the agreed governance model.

Engage SAP CTW experts, if required as per service catalog RACI. Work to reduce the ticket assignment to Experts group

Participate and contribute in continual service initiatives/improvements.

Assist operation line manager in meeting program objectives.

Contribute to create and update the knowledge articles. Update documents and share them with the operation line manager for review and approval.

Keep updated on new technologies and request training if needed.

Communicate with identified users appropriately via all approved media.

Adhere to shift timings and complete the assigned tasks

Hand-off pending issues/tasks to in-coming shift with all details, as per the defined process

Act as a backup resource, as/when needed.

EDUCATION AND QUALIFICATIONS / S AND COMPETENCIES

University degree or equivalent work experience

Required:

Expert knowledge of a packaging tools set e.g. Flexera, Install aware.

Understanding of software distribution tools such as SCCM & Intune.

Strong knowledge of SCCM (deployment tool)

Strong knowledge of scripting PowerShell (VB scripting)

Good knowledge of Windows 10 operating system (file system, registry).

Experience in process automation.

Basic knowledge of software installation/de-installation.

Good knowledge of quality process and should have handled reviews with customer.

Good knowledge of technical troubleshooting.

Open to work in 16x5 support shifts and provide on-call support during off-business hours

Willingness to learn new skills and technologies.

Ability to make quick decisions, assume leadership without supervision, able to assume a role of authority as necessary.

Ability to think independently and find solutions to complex issues through different sources

A keen eye for detail and a result driven approach

Effective analysisAbility to listen, analyze and summarize.

Ability to work in stressful situations. Conflict management skills is a plus.

Customer and team-work oriented.

Outstanding communication skills. Excellent English written and oral communication
Do

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 clients network/ server/ system/ storage/ platform/ infrastructure and other equipments 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 right solutioning 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 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, to manage client expectations and ensure zero escalations

Provide application/ user access as per client requirements and requests to ensure timely solutioning

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 on-site team for complex problem resolution and ensure timely client servicing

Review the log which Chat BOTS gather and ensure all the service requests/ issues are resolved in a timely manner

Deliver
NoPerformance ParameterMeasure1.100% adherence to SLA/ timelinesMultiple cases of red timeZero customer escalationClient appreciation emails

Mandatory Skills:

Application Packaging - Windows.
Experience3-5 Years.

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Administrator - L3