ADMINISTRATOR L3

Wipro; Mumbai; On-site; INR 400,000 - 560,000; Full time

Job summary

A leading technology services company in Mumbai is seeking a skilled individual to manage client software, hardware, and network based on service requests. The ideal candidate will ensure timely ticket resolution, adherence to service level agreements, and maintain high client satisfaction. 3-5 years of relevant experience, particularly in Lotus Notes Mail Administration, is essential for success in this role. Join a dynamic team striving for zero customer escalations and high-quality service delivery.

Qualifications

• 3-5 years of experience in relevant technical support roles.

Responsibilities

• Resolve, maintain, and manage client software/hardware/network.
• Ensure timely response to all client tickets.
• Perform root cause analysis of tickets.
• Manage ticket counts and ensure defined resolution times.
• Perform root cause analysis and create action plans.
• Provide acceptance and resolution for high-priority tickets.
• Install and configure software/hardware as required.
• Coordinate with on-site team for complex resolutions.
• Review logs gathered by chat bots and ensure timely resolution.

Skills

Lotus Notes Mail 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.

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 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

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

Mandatory Skills

Lotus Notes Mail Admin.

Experience

3-5 Years.