Wipro is Hiring Administrator L0 (Mumbai) Contract Role

Job Description

The purpose of this role is to resolve, maintain and manage client software, hardware and network systems based on service requests raised by end users, as per the defined SLAs, ensuring client satisfaction.

Key Responsibilities

• Ensure timely response to all tickets raised by client end users.
• Solve service requests while maintaining quality parameters.
• Act as custodian of the client's network, server, system, storage, platform, infrastructure and other equipment, tracking their proper functioning and upkeep.
• Monitor the number of tickets raised through dial home, email, chat and IMS, making sure each is solved within the defined resolution timeframe.
• Perform root cause analysis on raised tickets and create action plans to resolve problems and maintain client satisfaction.
• Accept and immediately resolve high priority tickets and services.
• Install and configure software and hardware based on service requests.
• Keep to timelines as per issue priority to manage client expectations and ensure zero escalations.
• Provide application and user access as per client requirements to ensure timely solutions.
• Track all tickets from acceptance to resolution within the time defined by the customer.
• Maintain timely backup of important data, logs and management resources to keep solutions at acceptable quality.
• Coordinate with the on-site team for complex problem resolution and timely client servicing.
• Review logs gathered by chat bots and ensure all service requests and issues are resolved promptly.

Performance Measures

Success is measured by 100% adherence to SLA and timelines, the number of red time cases, zero customer escalations and client appreciation emails.