Job Title: Administrator City: State/Province: Posting Start Date: 1/29/25 Role Purpose *The 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 in office 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* *Stakeholder Type* *Stakeholder Identification* *Purpose of Interaction* *Internal* *Project Manager
* *For governance and client relationship management
* *On-site project team
* *To resolve the complex problem/ issues at the site
* *Lead/ Sr. Administrator
* *Guide the administrators with the complex problems
* *External* *Client
* *Resolving the tickets/ queries and servicing them
* 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* *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 is 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 recognised within the entire organization.
- *Behavioral Competencies*
- Problem solving
- Execution excellence
- Passion for results
- Collaborative working Deliver *No.* *Performance Parameter* *Measure* 1. 100% adherence to SLA/ timelines Multiple cases of red time Zero customer escalation Client appreciation emails 2.

📌 Administrator (Bengaluru)
🏢 Wipro
📍 Bengaluru