ADMINISTRATOR L3(CONTRACT)
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’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 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
| No | Performance Parameter | Measure |
| 1. | 100% adherence to SLA/ timelines Multiple cases of red time Zero customer escalation Client appreciation emails |
ADMINISTRATOR L1(CONTRACT)
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’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 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
| No | Performance Parameter | Measure |
| 1. | 100% adherence to SLA/ timelines Multiple cases of red time Zero customer escalation Client appreciation emails |
ADMINISTRATOR L1
| Existing Wipro Role | Administrator L1 |
| Potential Band Alignment | A3/TRB |
| Role Purpose | The purpose of this role is to assist team members in resolution of standard incident tickets by documenting incidents, tracking their status and monitoring alerts. |
| Areas of responsibility | |
| Triaging and resolution of tickets | Assist in the initial triage and response of standard incident tickets (P5 and P4 tickets) along with its documentation and ensuring timely and accurate resolution as per defined procedures. |
| SLA Monitoring | Monitor alerts and SLA timelines for entire lifecycle of a standard ticket (P5 and P4 tickets), track open tickets for standard incidents and submit reports for review of SLA adherence status. |
ADMINISTRATOR L1(CONTRACT)
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’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 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
| No | Performance Parameter | Measure |
| 1. | 100% adherence to SLA/ timelines Multiple cases of red time Zero customer escalation Client appreciation emails |
TECHNOLOGY ARCHITECT L1
Role Purpose
To ensure success as a technical architect, you should have extensive knowledge of enterprise networking systems, advanced problem-solving skills, and the ability to project manage. A top-class technical architect can design and implement any size system to perfectly meet the needs of the client.
Do
1. Responsibilities:
- Meeting with the IT manager to determine the company’s current and future needs.
- Determining whether the current system can be upgraded or if a new system needs to be installed.
- Providing the company with design ideas and schematics.
- Project managing the design and implementation of the system.
- Meeting with the software developers to discuss the system software needs.
- Troubleshooting systems issues as they arise.
- Overseeing all the moving parts of the system integration.
- Measuring the performance of the upgraded or newly installed system.
- Training staff on system procedures.
- Providing the company with post-installation feedback.
2. Technical Architect Requirements:
- Bachelor’s degree in information technology or computer science.
- Previous work experience as a technical architect.
3. Managerial experience.
- In-depth knowledge of enterprise systems, networking modules, and software integration.
- Knowledge of computer hardware and networking systems.
- Familiarity with programming languages, operating systems, and Office software.
- Advanced project management skills.
- Excellent communication skills.
- Ability to see big-picture designs from basic specifications.
- Ability to problem solve complex IT issues.
ADMINISTRATOR L2
| Existing Wipro Role | Administrator L2 |
| Potential Band Alignment | B1 |
| Role Purpose | The purpose of this role is to assist in the triage and documentation of priority incidents, support resolution of software and hardware service requests and ensure SLA adherence by escalating delays when required. |
| Areas of responsibility | |
| Triaging and resolution of tickets | Perform initial triage and assist in response for priority incident tickets (P3 tickets) along with its documentation and following the defined SLA and escalation procedures. |
Deliver
| No | Performance Parameter | Measure |
| 1. | 100% adherence to SLA/ timelines Multiple cases of red time Zero customer escalation Client appreciation emails |
| Resolution of service Requests | Track and assist in resolution of software/hardware/network service requests, ensuring they are accurately logged, processed, and completed within defined timelines as per established procedures. |
| SLA Monitoring | Track and monitor SLA timelines for entire lifecycle of priority incident tickets (P3 tickets). Escalate to higher levels for delays or potential SLA breaches. |
| Change request execution | Assist in creation of change requests basis types of incident tickets which are raised and resolved. |
ADMINISTRATOR L2
| Existing Wipro Role | Administrator L2 |
| Potential Band Alignment | B1 |
| Role Purpose | The purpose of this role is to assist in the triage and documentation of priority incidents, support resolution of software and hardware service requests and ensure SLA adherence by escalating delays when required. |
| Areas of responsibility | |
| Triaging and resolution of tickets | Perform initial triage and assist in response for priority incident tickets (P3 tickets) along with its documentation and following the defined SLA and escalation procedures. |
Deliver
| No | Performance Parameter | Measure |
| 1. | 100% adherence to SLA/ timelines Multiple cases of red time Zero customer escalation Client appreciation emails |
| Resolution of service Requests | Track and assist in resolution of software/hardware/network service requests, ensuring they are accurately logged, processed, and completed within defined timelines as per established procedures. |
| SLA Monitoring | Track and monitor SLA timelines for entire lifecycle of priority incident tickets (P3 tickets). Escalate to higher levels for delays or potential SLA breaches. |
| Change request execution | Assist in creation of change requests basis types of incident tickets which are raised and resolved. |
LEAD ADMINISTRATOR L1
| Existing Wipro Role | Lead Administrator L1 |
| Potential Band Alignment | B3 |
| Role Purpose | The purpose of this role is to resolve high-priority incidents through advanced troubleshooting, ensure SLA compliance, analyse system performance trends, and create mitigation measures by collaborating with internal and external stakeholders. |
| Areas of responsibility | |
| Triaging and resolution of tickets | Provide resolution to high priority incident (P2) tickets, performing advanced troubleshooting and root cause analysis to ensure timely closure. |
| SLA Monitoring | Ensure SLA compliance for assigned technology areas and ensure proactive escalation management. |
| Performance tuning and optimization | Analyse system performance data, coordinate findings on system behaviour, and support capacity planning initiatives to enhance overall system efficiency. |
| Perform system Improvements | Create mitigation measures to evaluate new tools or improvements by collaborating with technical teams. |
| Handling disaster recovery | Perform security assessments and recovery drills, and implement necessary controls to ensure compliance with established security standards. |
| Reporting and stakeholder engagement | Participate in weekly and monthly service review meetings, provide updates on performance and issues, and support stakeholder communication to ensure transparency and service alignment. |
| Team Management | Collaborate with team members to resolve open tickets and service requests. |
| Knowledge base and continuous learning | Contribute to updating SOPs, knowledge articles and maintaining the knowledge repository for the purpose of future ticket resolution. |
CYBER SECURITY ANALYST L3
Role Purpose
The purpose of this role is to analyse, identify, rectify & recommend specific improvement measures that help in the security posture of the organization by protecting the sensitive information
Do
-
Ensuring customer centricity by providing apt cybersecurity
- Monitoring and safeguarding the log sources and security access
- Planning for disaster recovery in the event of any security breaches
- Monitor for attacks, intrusions and unusual, unauthorized or illegal activity
- Performs moderately complex log reviews and forensic analysis to identify unauthorized or unacceptable access to data or systems
- Conduct security assessments, risk analysis and root cause analysis of security incidents
- Handling incidents escalated by the L1 team in 24×7 rotational shifts
- Use advanced analytics tools to determine emerging threat patterns and vulnerabilities
- Completing all tactical security operations tasks associated with this engagement.
- Analyses all the attacks and come up with remedial attack analysis
- Conduct detailed analysis of incidents and create reports and dashboards
-
Stakeholder coordination & audit assistance
- Liaise with stakeholders in relation to cyber security issues and provide future recommendations
- Maintain an information security risk register and assist with internal and external audits relating to information security
- Assist with the creation, maintenance and delivery of cyber security awareness training for colleagues
- Advice and guidance to employees on issues such as spam and unwanted or malicious emails
Deliver
|
No. |
Performance Parameter |
Measure |
|
1. |
Customer centricity |
Timely security breach solutioning to end users, Internal stakeholders & external customers experience |
|
2. |
Process Adherence |
Adherence to SLA’s (90-95%), response time and resolution time TAT |
ADMINISTRATOR L2
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’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 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
| No | Performance Parameter | Measure |
| 1. | 100% adherence to SLA/ timelines Multiple cases of red time Zero customer escalation Client appreciation emails |