Administrator(Contract) @ Wipro

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    

 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/ timelinesMultiple cases of red timeZero customer escalationClient appreciation emails

2.

Job Classification

Industry: IT Services & Consulting
Functional Area / Department: Administration & Facilities
Role Category: Administration
Role: Office Admin
Employement Type: Contract

Contact Details:

Company: Wipro
Location(s): Hyderabad

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Rs 0 - 50K PM Rs 50K - 1 LPA Rs 1.0 - 1.5 LPA Rs 1.5 - 2.0 LPA Rs 2.0 - 2.5 LPA Rs 2.5 - 3.0 LPA Rs 3.0 - 3.5 LPA Rs 3.5 - 4.0 LPA Rs 4.0 - 4.5 LPA Rs 4.5 - 5.0 LPA Rs 5 - 6 LPA Rs 6 - 7 LPA Rs 7 - 8 LPA Rs 8 - 9 LPA Rs 9 - 10 LPA Rs 10 - 12 LPA Rs 12 - 14 LPA Rs 14 - 16 LPA Rs 16 - 18 LPA Rs 18 - 20 LPA Rs 20 - 22 LPA Rs 22 - 24 LPA Rs 24 - 26 LPA Rs 26 - 28 LPA Rs 28 - 30 LPA Rs 30 - 32 LPA Rs 32 - 34 LPA Rs 34 - 36 LPA Rs 36 - 38 LPA Rs 38 - 40 LPA Rs 40 - 42 LPA Rs 42 - 44 LPA Rs 44 - 46 LPA Rs 46 - 48 LPA Rs 48 - 50 LPA Rs 50 - 75 LPA Rs 75 Lakh - 1C PA Rs 1 Crore+ PA

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Keyskills:   contract management contract administration root cause analysis contract drafting fidic vendor management tendering project management construction management vendor development bid evaluation procurement contract abstraction dispute resolution