Administrator L2

Role Purpose

The primary objective of this role is to manage, maintain, and resolve issues related to client software, hardware, and network infrastructure. This involves addressing service requests from end-users within defined Service Level Agreements (SLAs) to ensure high levels of client satisfaction. The role requires proactive monitoring and management of client systems, including servers, storage, platforms, and other equipment, to ensure their optimal functioning and upkeep.

Responsibilities

• Ensure prompt responses to all tickets submitted by client end-users.
• Provide effective solutions for service requests while maintaining quality standards.
• Act as a custodian for the client's network, servers, systems, storage, platforms, and infrastructure, monitoring their proper functioning.
• Track the number of incoming tickets (via dial home, email, chat, IMS) and ensure timely and accurate resolution.
• Conduct root cause analysis for reported issues and develop action plans for resolution to enhance client satisfaction.
• Offer immediate acceptance and resolution for high-priority tickets and service requests.
• Install and configure software and hardware as per service requests.
• Achieve 100% adherence to timelines based on issue priority to manage client expectations and prevent escalations.
• Grant application and user access according to client requirements and requests.
• Monitor all tickets from acceptance through to resolution, adhering to customer-defined resolution times.
• Maintain timely backups of critical data, logs, and management resources to ensure solution quality and client satisfaction.
• Collaborate with the on-site team for complex problem-solving and ensure efficient client servicing.
• Review logs gathered by Chat BOTs to ensure all service requests and issues are resolved promptly.

Performance Metrics

• 100% adherence to SLAs and timelines.
• Minimize instances of exceeding time limits on tasks.
• Achieve zero customer escalations.
• Generate client appreciation emails.

Mandatory Skills

• Windows Server Administration

Additional Information

Wipro is seeking individuals inspired by reinvention to join their modern, purpose-driven business. As an end-to-end digital transformation partner, Wipro aims to achieve bold ambitions by fostering continuous evolution in business, industry, and employee skills. This role offers an opportunity to be part of a company that empowers individuals to design their own career reinvention.