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About Wipro

Wipro Limited is a leading technology service and consulting company focused on building innovative solutions that address clients' most complex digital transformation needs. They leverage their holistic portfolio of capabilities in consulting, design, engineering, operations, and emerging technologies to help clients realize their boldest ambitions and build future-ready sustainable businesses.

Your role

The purpose of the role is to resolve, maintain and manage the client’s software/ hardware/ network based on the service requests raised from the end-user as per the defined SLA ensuring client satisfaction

• Ensure timely response of all the tickets raised by the client end user
• Service requests solutioning by maintaining quality parameters
• Act as a custodian of the client’s network/ server/ system/storage/ platform/ infrastructure and other equipment to keep track of each of their proper functioning and upkeep
• Keep a check on the number of tickets raised (dial home/ email/chat/ IMS), ensuring the right solutions as per the defined resolution timeframe
• Perform root cause analysis of the tickets raised and create an action plan to resolve the problem to ensure the right client satisfaction
• Provide an acceptance and immediate resolution to the high-priority tickets/ service
• Installing and configuring software/ hardware requirements based on service requests
• 100% adherence to timeliness as per the priority of each issue, manage client expectations and ensure zero escalations
• Provide application/ user access as per client requirements and requests to ensure timely solutions
• Track all the tickets from acceptance to resolution stage as per the resolution time defined by the customer
• Maintain timely backup of important data/ logs and management resources to ensure the solution is of acceptable quality to maintain client satisfaction
• Coordinate with the on-site team for complex problem resolution and ensure timely client servicing
• Review the log which Chat BOTS gather and ensure all the service requests/ issues are resolved in a timely manner

Training, development & rotations

Wipro provides various opportunities for its employees to improve and grow while working for the company’s mission. Wipro provides its employees with opportunities to learn both professional and interpersonal skills for their development. Wipro is committed to offering opportunities to acquire new skills and strengthen their readiness to advance into new roles.

Salary & benefits

The average Administrator salary in Wipro is INR 3.8 Lakhs per year for employees with less than 1 year of experience. Administrator salary at Wipro ranges from INR 2.1 Lakhs to INR 7.1 Lakhs per year (Source: Ambition Box).

Benefits

• Insurance, Health & Wellness
• Financial & Retirement
• Family & Parenting
• Vacation & Time Off

Career progression

The career progression at Wipro is good as the company provides training to its employees, including career growth opportunities and personal development initiatives like mentoring programs, leadership development programs, etc., for fresh graduates and experienced professionals.

Work-life balance

They have flexible work timings and this is a desk job. Work days are usually from Monday to Friday with flexible work timings. This role is considered flexible and will be a mix of working from the office and home depending on your preferences and the arrangements determined by your future manager.

Culture & vibe

The culture at Wipro is very open and friendly. There are many opportunities for personal growth with regular training programs conducted in the company. Employees learn from their colleagues as well as from senior management. They can also get involved in different committees/groups formed by the company to give their input on various topics relevant to the industry or domain where they work.

About you

To apply for this position you should have the following skills.

Stakeholder Interaction

• Project Manager - For governance and client relationship management
• On-site project team - To resolve the complex problems/ issues at the site
• Lead/ Sr. Administrator - Guide the administrators with the complex problems
• Client - Resolving the tickets/ queries and servicing them

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 performing problem-solving in a complex environment - Competent
• Technical knowledge – knowledge of the various devices/networks etc which the administrator has 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 competency in all situations and 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 recognized within the entire organization.

Behavioural Competencies

• Problem-solving
• Execution excellence
• Passion for results
• Collaborative working

Deliver

• 100% adherence to SLA/ timelines
• Multiple cases of red time
• Zero customer escalation
• Client appreciation emails

How to apply

To apply for this role, just click on the "Apply on employer site" button below, which navigates to the career page where the application can be submitted directly.