Administrator 8 views

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



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




Project Manager


For governance and client relationship management


On-site project team

Guide the administrators with the complex problems






Resolving the tickets/ queries and servicing them




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




Knowledgeable about the competency requirements. Demonstrates (inparts) frequently with minimal support and guidance.




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




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




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





Performance Parameter






100% adherence to SLA/ timelines


Multiple cases of red time


Zero customer escalation

More Information

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