Administrator

• Jeddah, Saudi Arabia


• ‎2949498

Job Description

Role Purpose
The purpose of the role is to resolve, maintain and manageclient 's
software/ hardware/ network based on the service requestsraised from the end-
user as per the defined SLA's ensuring clientsatisfaction
Do

Ensure timely response of all the tickets raised by theclient 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 keeptrack 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 resolutiontimeframe
* Perform root cause analysis of the tickets raised and create anaction plan to resolve the problem to ensure right client satisfaction
Provide an acceptance and immediate resolution to the high prioritytickets/
service
Installing and configuring software/ hardware requirements based onservice
requests
‎100% adherence to timeliness as per the priority of each issue, tomanage
client expectations and ensure zero escalations
* Provide application/ user access as per client requirements andrequests to ensure timely solutioning
* Track all the tickets from acceptance to resolution stage as per theresolution time defined by the customer
Maintain timely backup of important data/ logs and managementresources to
ensure the solution is of acceptable quality to maintainclient satisfaction
Coordinate with on-site team for complex problem resolution andensure timely
client servicing
Review the log which Chat BOTS gather and ensure all the servicerequests/
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 normsto produce consistent results, provide effective control and reductionof risk - Expert
* Systems Thinking - Understanding of the Wipro system(interrelatedness, interdependencies and boundaries) and perform problemsolving 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 (inparts)
frequently with minimal support and guidance.

Competent

Consistently demonstrates the full range of the competency withoutguidance.
Extends the competency to difficult and unknown situations aswell.

Expert

Applies the competency in all situations and is serves as a guide toothers as
well.

Master

Coaches others and builds organizational capability in the competencyarea.
Serves as a key resource for that competency and is recognisedwithin 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.

EUC Consulting