Administrator Job Opening at Wipro in Mumbai | Apply Now
Position Title: Administrator
Requisition ID: 9153
Location: Mumbai, India
Company: Wipro Limited
Industry: IT Services and Consulting
Are you passionate about IT infrastructure, troubleshooting, and client service management? Wipro, a global leader in IT services and consulting, is currently looking for an Administrator in Mumbai to join our growing team. This role offers a fantastic opportunity to manage, resolve, and maintain client systems, including software, hardware, network components, and much more, all while ensuring the highest level of customer satisfaction.
About Wipro
Wipro Limited (NYSE: WIT) is a leading global information technology, consulting, and business process services company. With a footprint across 65 countries, Wipro partners with clients to help them navigate the ever-changing technology landscape and create lasting value. At Wipro, we focus on delivering cutting-edge solutions to clients by combining innovation, technological expertise, and a commitment to quality. We are looking for talented and motivated individuals to join our team in the Administrator role to support our clients’ needs.
Role Purpose:
The Administrator position at Wipro is pivotal in maintaining the efficiency of client IT infrastructure, software, hardware, and network systems. Your role will involve ensuring the timely resolution of service requests raised by end-users, adhering to defined Service Level Agreements (SLAs), and ensuring client satisfaction through consistent service quality.
Key Responsibilities of the Administrator Role:
1. Timely Response to Service Requests
As an Administrator, you will be responsible for responding promptly to all service tickets raised by clients. You must ensure that all service requests are processed in line with the defined SLAs to maintain client satisfaction.
Ticket Resolution: Manage service tickets raised via various channels such as dial-home, email, chat, and IMS (Internal Management Systems), ensuring each ticket receives appropriate solutions.
Effective Service Request Solutions: Provide accurate solutions for service requests while ensuring that quality standards are met in every case.
2. Manage and Maintain Client IT Infrastructure
You will act as the custodian of the client’s IT infrastructure, including networks, servers, systems, storage, and platforms. Ensuring that all hardware and software components function correctly is crucial for business continuity.
System Monitoring: Oversee the performance of client systems and hardware to ensure proper functioning, updating and maintaining necessary software and hardware components.
Regular Maintenance: Perform routine checks on critical equipment and ensure that any issues are detected early and resolved quickly.
3. Root Cause Analysis and Issue Resolution
The Administrator will also conduct root cause analyses for recurring or critical issues. This helps identify the underlying problems, which can be resolved to prevent further disruptions in service.
Identify Root Causes: For each service request or ticket, investigate the underlying issues and provide solutions to prevent the same problem from occurring in the future.
Action Plans for Resolution: Develop and implement action plans to resolve problems, ensuring that client satisfaction remains at the forefront.
4. High-Priority Ticket Management
Certain service requests or tickets may be classified as high-priority due to their impact on the client’s business. As an Administrator, you must act quickly and ensure these high-priority tickets are resolved immediately.
Immediate Attention: Respond and resolve high-priority tickets with urgency, ensuring minimal disruption to the client’s operations.
Client Communication: Regularly update clients about the status of high-priority issues to manage expectations effectively.
5. Adherence to SLAs and Timeliness
A critical aspect of this role is to adhere to SLAs for each ticket, ensuring timely resolution as per the client’s defined expectations.
Timely Issue Resolution: Follow through with each service request according to the priority and complexity, ensuring timely solutions to manage client expectations.
Zero Escalations: Ensure no customer escalations by delivering high-quality service that resolves issues promptly and efficiently.
6. Install and Configure Software/Hardware
Installing and configuring required software and hardware will also be part of the role, ensuring that the client’s systems are up-to-date and fully functional.
System Configuration: Install and configure software and hardware according to the client’s service requests, ensuring compatibility and optimal performance.
System Upgrades: Carry out necessary upgrades and installations to keep the systems and software at the cutting edge.
7. Application and User Access Management
The Administrator will manage application access for clients, ensuring that user requests are addressed promptly.
Access Management: Provide application and user access as per the client’s requirements and service requests, ensuring timely resolution.
Security and Permissions: Ensure that users have appropriate access to systems, adhering to security protocols and guidelines.
8. Data Management and Backup
To safeguard against data loss, you will be responsible for maintaining backup protocols and ensuring important logs and data are regularly backed up.
Data Backup: Perform regular backups of important data and logs to prevent any data loss.
Log Review: Ensure that logs gathered by chatbots and other automated systems are reviewed and acted upon in a timely manner to keep track of service requests.
9. Coordination with On-Site Teams
For more complex issues that cannot be resolved remotely, you will coordinate with the on-site team to ensure timely problem resolution and client satisfaction.
Collaborative Problem-Solving: Work with the on-site team to resolve complex technical issues, ensuring client needs are met in a timely manner.
Timely Servicing: Coordinate with all involved teams to ensure that the client’s issues are resolved swiftly and with minimal disruption.
Performance Metrics for the Administrator Role:
Performance in this role is measured based on the following parameters:
100% Adherence to SLAs/Timelines:
Timely response and resolution of service tickets within the specified SLA.
No escalations from clients due to delay or unsatisfactory service.
Positive feedback and appreciation from clients through client emails.
Ticket Management:
Maintain low numbers of red-time tickets.
Ensure all service requests are resolved in alignment with the client’s expectations.
Customer Satisfaction:
Zero escalations and high levels of customer satisfaction as evidenced by client emails and feedback.
Required Skills and Experience:
Experience: 3-5 years of experience in IT administration, technical support, or service management roles.
Technical Skills:
Strong knowledge of system administration, networking, and hardware/software troubleshooting.
Proficient with ticketing systems and IT service management tools.
Experience in root cause analysis and problem resolution.
Problem-Solving Skills: Ability to quickly identify issues and provide effective solutions in high-pressure situations.
Communication Skills: Strong verbal and written communication abilities to interact effectively with clients and internal teams.
Client-Focused Approach: A customer-centric attitude to ensure that all service requests are addressed with a focus on client satisfaction.
Why Work at Wipro?
At Wipro, we believe in empowering our employees to lead and innovate in the ever-changing world of IT. Joining Wipro means becoming part of a company that values growth, inclusivity, and employee development.
Wipro Offers:
Global Impact: Opportunity to work with clients and teams from around the world, contributing to projects that have a global impact.
Diversity & Inclusion: Wipro is an Equal Opportunity Employer, welcoming people of all backgrounds, experiences, and abilities.
Employee Support: Wipro is committed to creating a supportive and accessible workplace for all employees, including those with disabilities.
Career Growth: We provide ample opportunities for professional development and career progression in a high-performance environment.
How to Apply for the Administrator Role:
To apply for the Administrator position at Wipro, please visit our careers page. Submit your resume and cover letter detailing your qualifications and experience. We are looking forward to reviewing your application!
Wipro Equal Opportunity Employer
At Wipro, we celebrate diversity and are committed to providing an inclusive and accessible work environment. We encourage individuals from all backgrounds, including those with disabilities, to apply for open positions.
If you suspect any suspicious emails or advertisements related to Wipro recruitment, please contact us at helpdesk.recruitment@wipro.com.
Conclusion:
If you are a passionate IT professional with experience in administration, service management, and client support, the Administrator role at Wipro offers a dynamic and rewarding career opportunity. Join our global team today and help shape the future of IT services and client satisfaction!