ADMINISTRATOR L3

Wipro; Chennai District; On-site; INR 600,000 - 1,000,000; Full time

Job summary

An IT service management provider in Tamil Nadu is looking for a dedicated individual to manage and resolve client requests related to software, hardware, and network issues. The role demands a strong adherence to timelines with a commitment to quality solutions and client satisfaction. Candidates should possess Oracle Application Admin skills and 3-5 years of relevant experience in IT service management. Duties include ticket management, root cause analysis, and ensuring high-quality service delivery.

Qualifications

• 3-5 years of relevant experience in IT service management.
• Strong knowledge of SLA management and client servicing.
• Ability to perform root cause analysis effectively.

Responsibilities

• Resolve, maintain, and manage client’s software/hardware/network.
• Ensure timely response to all tickets raised.
• Maintain quality parameters while solutioning service requests.
• Perform root cause analysis and create action plans.

Skills

Client satisfaction

Problem resolution

Root cause analysis

SLA adherence

Oracle Application Admin

Job description

Role Purpose

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.

Do

• 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

Deliver

NoPerformance ParameterMeasure1.100% adherence to SLA/ timelines
Multiple cases of red time
Zero customer escalation
Client appreciation emails

Mandatory Skills

Oracle Application Admin.

Experience

3-5 Years