ADMINISTRATOR L2

Wipro; Hyderabad; On-site; INR 400,000 - 600,000; Full time

Job summary

A leading technology company is looking for a candidate in Hyderabad to manage and resolve software, hardware, and network requests from clients. In this role, you'll ensure timely ticket resolution, maintain client satisfaction by adhering to SLAs, and coordinate with teams for complex issues. Mandatory skills include experience in Oracle Database Administration with 1-3 years of relevant background. This role is crucial for ensuring smooth operations and high client satisfaction.

Qualifications

• 1-3 years of experience in database administration.

Responsibilities

• Ensure timely response to all tickets raised by the client end user.
• Service requests solutioning while maintaining quality parameters.
• Act as custodian of client’s infrastructure.
• Maintain adherence to resolution timeframes.
• Provide immediate resolution to high-priority tickets.

Skills

Oracle Database Admin

Job description

Overview

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

Responsibilities

• 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 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 right solutioning 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 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, to manage client expectations and ensure zero escalations
• 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
• Maintain timely backup of important data/logs and management resources to ensure the solution is of acceptable quality to maintain client satisfaction
• Coordinate with 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

Deliverables / Performance

• 100% adherence to SLA/timelines
• Zero customer escalations
• Client appreciation emails

Qualifications

Mandatory Skills: Oracle Database Admin

Experience: 1-3 Years