ADMINISTRATOR L3

Wipro; Mumbai; On-site; INR 500,000 - 700,000; Full time

Job summary

A leading IT services company in Mumbai, India is seeking an IT Support Specialist to manage and resolve software, hardware, and network issues based on service requests from clients. The role involves ensuring timely responses, performing root cause analysis, and tracking service tickets efficiently. Candidates must have 3-5 years of IT support experience and possess knowledge of Amazon Relational Database Service. This position offers the opportunity to ensure high client satisfaction and service quality.

Qualifications

• 3-5 years of experience in IT support or service management.

Responsibilities

• Ensure timely response to all tickets raised by clients.
• Service requests solutioning while maintaining quality parameters.
• Act as custodian of client’s network and infrastructure.
• Perform root cause analysis of issues and develop action plans.
• Install and configure software/hardware requirements as needed.

Skills

Amazon Relational Database Service

Job description

Role Purpose

The purpose of the role is to resolve, maintain, and manage client's software, hardware, and 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 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's 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 per the defined resolution timeframe
• Perform root cause analysis of the tickets raised and create an action plan to resolve the problem to ensure 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 per the priority of each issue, to manage client expectations and ensure zero escalations
• Provide application/user access per client requirements and requests to ensure timely solutioning
• Track all 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 solution quality to maintain client satisfaction
• Coordinate with onsite team for complex problem resolution and ensure timely client servicing
• Review logs which Chat BOTS gather and ensure all service requests/issues are resolved in a timely manner

Performance Metrics

Measure 1 – 100% adherence to SLA/timelines, no red time, zero customer escalation, client appreciation emails.

Qualifications

Mandatory Skills: Amazon Relational Database Service.

Experience: 3-5 Years.