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

　　Do

　　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 upkeepKeep 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/ 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 escalations Provide 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 customer Maintain 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 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 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

　　Foundation

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

　　Competent

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

　　Expert

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

　　Master

　　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 solvingExecution excellencePassion for resultsCollaborative working

　　Deliver

　　No.

　　Performance Parameter

　　Measure

　　1.

　　100% adherence to SLA/ timelines

　　Multiple cases of red time

　　Zero customer escalation

　　Client appreciation emails

　　2.

　　Desktop Support