Administrator L3

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

Job summary

A leading IT services company in India is seeking an Assistant Manager for IT Operations and Infrastructure. This role focuses on resolving, maintaining, and managing client software, hardware, and network needs. Candidates should have 3–5 years of relevant experience and a strong commitment to client satisfaction. Responsibilities include monitoring ticket resolution, performing root cause analysis, and ensuring adherence to service level agreements. This is a full-time position for mid-senior level professionals.

Qualifications

• 3–5 years of relevant experience in IT operations.
• Proven ability to manage complex problems and client expectations.
• Experience in maintaining hardware, software, and network infrastructure.

Responsibilities

• Resolve and manage client's software and hardware issues.
• Ensure timely response to all client tickets.
• Monitor ticket resolution timelines and client satisfaction.

Skills

Client satisfaction

Ticket management

Root cause analysis

Job description

Assistant Manager – IT Operations & Infrastructure

The purpose of the role is to resolve, maintain, and manage client's software, hardware, and network based on 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 client end users.
• Provide solutioning for service requests while maintaining quality parameters.
• Act as custodian of client's network, server, system, storage, platform, infrastructure, and other equipment, ensuring proper functioning and upkeep.
• Monitor the number of tickets raised (dial home, email, chat, IMS) and ensure solutions within defined resolution timeframes.
• Perform root cause analysis of tickets and create action plans to resolve problems, ensuring client satisfaction.
• Accept and resolve high‑priority tickets/services immediately.
• Install and configure software/hardware based on service requests.
• Maintain 100% adherence to timeliness per priority of each issue, managing client expectations and avoiding escalations.
• Provide application/user access as requested, ensuring timely solutioning.
• Track tickets from acceptance to resolution stage per customer‑defined resolution times.
• Maintain timely backup of important data, logs, and management resources to ensure quality of solutions.
• Coordinate with on‑site team for complex problem resolution and client servicing.
• Review logs gathered by chatbots and ensure all service requests/issues are resolved timely.

Deliverables

• 100% adherence to SLA/timelines.
• No red‑time incidents.
• Zero customer escalations.
• Client appreciation emails.

Experience & Requirements

• 3–5 years of relevant experience.

Seniority Level

• Mid‑Senior level

Employment Type

• Full‑time

Job Function

• Information Technology
• IT Services and IT Consulting