WiproEmployer profile
Administrator
Location not specified · Experience not specified
Experience- Experience not specified
Salary- Not disclosed
Location- Location not specified
- Work mode
- Not specified
- Job type
- Full-time
Apply by- Closing date not listed
- Posted
- 12 Jan 31
About this role
Role PurposeThe purpose of the role is to resolve, maintain and manage client’s software/ hardware/ network based on the service requests raised from the end-user as per the defined SLA’s 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 client’s network/ server/ system/ storage/ platform/ infrastructure and other equipment’s 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
- 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
Stakeholder TypeStakeholder IdentificationPurpose of InteractionInternalProject ManagerFor governance and client relationship managementOn-site project teamTo resolve the complex problem/ issues at the siteLead/ Sr. AdministratorGuide the administrators with the complex problemsExternalClientResolving the tickets/ queries and servicing them
Display
Lists the competencies required to perform this role effectively:
- Behavioral Competencies
- Problem solving
- Execution excellence
- Passion for results
- Collaborative working
- VIP Health Dashboard
- Valaris ticketing system for VIP Support tickets
- Database status and connection onshore and per rig
- Store and forward engine
- Quarantine queue
- Ignition gateway statuses onshore and per rig
- Ignition log files for errors onshore and per rig
- Ignition threads and running scripts for errors
- Ignition gateway issues and restarting Ignition gateways
- Client data connections
- MQTT connections
- Ignition gateway network connections
- Ignition alarm notifications
- Ignition perspective connectivity
- Process control network connections
- Ignition Perspective
- Ignition Alarming
- Ignition Tags and UDT
- Ignition Scripting
- SQL
No.Performance ParameterMeasure1.
100% adherence to SLA/ timelines
Multiple cases of red time
Zero customer escalation
Client appreciation emails
Monitor the following items, document tickets for observed issues, resolve in-scope issues, and escalate issues, as required.