Role Purpose
The purpose of the role is to resolve, maintain and manage client's software/ hardware/ network based on the service requests raised from the end-user as per the defined SLA's ensuring client satisfaction
Do
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- Perform root cause analysis of the tickets raised and create an action plan to resolve the problem to ensure right client satisfaction
- 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
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/ timelines
Multiple cases of red time
Zero customer escalation
Client appreciation emails
2.
Monitor the following items, document tickets for observed issues, resolve in-scope issues, and escalate issues, as required.
- VIP Health Dashboard
- Valaris ticketing system for VIP Support tickets
- Database status and connection onshore and per rig
- Store and forward engine
- Quarantine queue
- Ignition gateway statuses onshore and per rig
- Ignition log files for errors onshore and per rig
- Ignition threads and running scripts for errors
- Ignition gateway issues and restarting Ignition gateways
- Client data connections
- MQTT connections
- Ignition gateway network connections
- Ignition alarm notifications
- Ignition perspective connectivity
- Process control network connections
- Ignition Perspective
- Ignition Alarming
- Ignition Tags and UDT
- Ignition Scripting
- SQL
Industry 4.0-COTS MES