Wipro is looking for an Administrator to resolve, maintain, and manage client software, hardware, and network systems based on end-user service requests. You will operate per defined SLAs and act as a custodian of client infrastructure to ensure proper functioning and client satisfaction.
What You'll Do
- Ensure timely response to all 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 to track proper functioning and upkeep.
- Monitor the number of tickets raised (dial home/email/chat/IMS), ensuring right solutioning per defined resolution timeframe.
- Perform root cause analysis of tickets and create action plans to resolve problems.
- Provide acceptance and immediate resolution for high priority tickets/service.
- Install and configure software/hardware requirements based on service requests.
- Adhere 100% to timeliness per issue priority to manage client expectations and ensure zero escalations.
- Provide application/user access per client requirements and requests.
- Track all tickets from acceptance to resolution stage as per customer-defined resolution time.
- Maintain timely backup of important data, logs, and management resources.
- Coordinate with on-site team for complex problem resolution and ensure timely client servicing.
- Review logs gathered by Chat BOTS and ensure all service requests/issues are resolved.
Wipro is an equal opportunity employer.
