Wipro Dhaka Bangladesh
2 months ago
Role PurposeThe 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 clientsatisfactionDo Ensure timely response of all the tickets raised by theclient end userService requests solutioning by maintaining quality parametersAct 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 upkeepKeep a check on the number of tickets raised (dial home/ email/chat/ IMS), ensuring right solutioning as per the defined resolutiontimeframePerform root cause analysis of the tickets raised and create anaction plan to resolve the problem to ensure right client satisfactionProvide an acceptance and immediate resolution to the high prioritytickets/ serviceInstalling and configuring software/ hardware requirements based onservice requests100% adherence to timeliness as per the... priority of each issue, tomanage client expectations and ensure zero escalationsProvide application/ user access as per client requirements andrequests to ensure timely solutioningTrack all the tickets from acceptance to resolution stage as per theresolution time defined by the customerMaintain timely backup of important data/ logs and managementresources to ensure the solution is of acceptable quality to maintainclient satisfactionCoordinate with on-site team for complex problem resolution andensure timely client servicingReview the log which Chat BOTS gather and ensure all the servicerequests/ issues are resolved in a timely manner Stakeholder Interaction Stakeholder TypeStakeholder IdentificationPurpose of InteractionInternalProject ManagerFor governance and client relationship managementOn-site project teamTo resolve the complex problem/ issues at the siteLead/ Sr. AdministratorGuide the administrators with the complex problemsExternalClientResolving the tickets/ queries and servicing them Display Lists the competencies required to perform this role effectively:Functional Competencies/ SkillProcess Excellence – Ability to follow the standards and normsto produce consistent results, provide effective control and reductionof risk – ExpertSystems Thinking – Understanding of the Wipro system(interrelatedness, interdependencies and boundaries) and perform problemsolving in a complex environment - CompetentTechnical knowledge – knowledge of the various devices/network etc which the administrator have to service - Expert Competency LevelsFoundationKnowledgeable about the competency requirements. Demonstrates (inparts) frequently with minimal support and guidance.CompetentConsistently demonstrates the full range of the competency withoutguidance. Extends the competency to difficult and unknown situations aswell.ExpertApplies the competency in all situations and is serves as a guide toothers as well.MasterCoaches 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 solvingExecution excellencePassion for resultsCollaborative working Deliver No.Performance ParameterMeasure1. 100% adherence to SLA/ timelinesMultiple cases of red timeZero customer escalationClient appreciation emails2. Telecom Networks
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