ADMINISTRATOR L3

Wipro Technologies; Mumbai; On-site; INR 1,000,000 - 1,500,000; Full time

Job summary

Wipro Technologies in Mumbai is looking for a skilled professional to resolve and manage client software, hardware, and network based on service requests. The role emphasizes timely solutions and client satisfaction while adhering to defined SLAs.

Key responsibilities include responding to client tickets, performing root-cause analysis, and providing immediate resolutions to high-priority issues. Candidates need at least 3–5 years of WebSphere Administration experience.

Qualifications

• 3–5 years of experience in WebSphere Administration.

Responsibilities

• Ensure timely response to all tickets raised by the client end-user.
• Perform service-request solutioning while maintaining quality parameters.
• Act as custodian of client’s network and ensure proper functioning.

Skills

WebSphere Administration

Job description

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 ensuring client satisfaction.

Responsibilities

• Ensure timely response of all tickets raised by the client end‑user.
• Perform service‑request solutioning while maintaining quality parameters.
• Act as custodian of client’s network, server, system, storage, platform, infrastructure and other equipment to keep track of their proper functioning and upkeep.
• Keep track of the number of tickets raised, ensuring right solutioning as per the defined resolution timeframe.
• Perform root‑cause analysis of tickets, create an action plan to resolve problems and ensure client satisfaction.
• Provide immediate resolution to high‑priority tickets and services.
• Install and configure software, hardware requirements based on service requests.
• Adhere to timeliness as per priority of each issue to manage client expectations and ensure zero escalations.
• Provide application or user access as per client requirements and requests to ensure timely solutioning.
• Track all tickets from acceptance to resolution stage as per the customer‑defined time.
• Maintain timely backup of important data and logs to ensure solution quality.
• Coordinate with on‑site team for complex problem resolution and ensure timely client servicing.
• Review logs that Chat BOTS gather and ensure all service requests and issues are resolved in a timely manner.

Performance Expectations

100% adherence to SLA and timelines; zero customer escalation; client appreciation emails.

Mandatory Skills

WebSphere Administration. Experience: 3–5 years.

Equal Opportunity Employer Statement

We are an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, caste, creed, religion, gender, marital status, age, ethnic and national origin, gender identity, gender expression, sexual orientation, political orientation, disability status, protected veteran status, or any other characteristic protected by law. Wipro is committed to creating an accessible, supportive, and inclusive workplace. Reasonable accommodation will be provided to all applicants; accommodations must be communicated in advance of the application, where possible, and will be reviewed on an individual basis.