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Jobs in Hyderabad
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Wipro
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Administrator

Administrator

Wipro

1 - 6 years

3 - 8 Lacs

Hyderabad

Posted:1 day ago| Platform:

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Skills Required

networking problem management root cause analysis end user itil project management operations management team management tat change management process management servicenow itsm incident management team leading service delivery sla management

Work Mode

Work from Office

Job Type

Full Time

Job Description

Role Purpose

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

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

Stakeholder Interaction

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 perform problem solving in a complex environment -
  Competent
- Technical knowledge - knowledge of the various devices/ network etc which the administrator have to service -
  Expert

Behavioral Competencies

Problem solving
Execution excellence
Passion for results
Collaborative working

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