ADMINISTRATOR L2

Wipro; Maharashtra; On-site; INR 300,000 - 600,000; Full time

Job summary

Wipro is seeking an IT Service Management professional in Maharashtra, India. The role focuses on managing and resolving client software, hardware, and network issues ensuring adherence to defined SLAs for client satisfaction.

Candidates should have 1-3 years of experience and expertise in ServiceNow with a strong commitment to timely resolutions. Responsibilities include maintaining client infrastructure, ensuring ticket resolution, and coordinating with on-site teams for escalated issues.

Qualifications

• 1-3 years of relevant experience in IT service management.
• Ability to ensure 100% adherence to SLAs and manage client expectations.

Responsibilities

• Ensure timely response to all tickets raised by the client end user.
• Perform root-cause analysis of issues and create action plans.
• Coordinate with the on-site team for complex problem resolutions.

Skills

ServiceNow – IT Service Management

Job description

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.

Responsibilities

• Ensure timely response of all tickets raised by the client end user.
• Service request solutioning while maintaining quality parameters.
• Act as a custodian of the client’s network, server, system, storage, platform, infrastructure and other equipment, keeping track of each item’s proper functioning and upkeep.
• Keep a check on the number of tickets raised (dial‑home/email/chat/IMS), ensuring proper solutioning within the defined resolution timeframe.
• Perform root‑cause analysis of tickets raised and create an action plan to resolve the problem, ensuring client satisfaction.
• Provide acceptance and immediate resolution to high‑priority tickets/services.
• Install and configure software/hardware requirements based on service requests.
• Maintain 100 % adherence to timeliness as per the priority of each issue, managing client expectations and ensuring zero escalations.
• Provide application/user access per client requirements and requests to ensure timely solutioning.
• Track all tickets from acceptance to resolution 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 and client satisfaction.
• Coordinate with on‑site team for complex problem resolution and ensure timely client servicing.
• Review the log collected by Chat BOTS and ensure all service requests/issues are resolved in a timely manner.

Performance Measures

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

Mandatory Skills

• ServiceNow – IT Service Management

Experience

1‑3 Years