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.
Linux Admin