.Guadalajara, Mexico- 2904213**Role Purpose**- The purpose of the role is to resolve, maintain and manageclient's software/ hardware/ network based on the service requestsraised from the end-user as per the defined SLA's ensuring clientsatisfaction_**Do****Ensure timely response of all the tickets raised by theclient 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 keeptrack of each of their proper functioning and upkeep- Perform root cause analysis of the tickets raised and create anaction plan to resolve the problem to ensure right client satisfaction- Provide an acceptance and immediate resolution to the high prioritytickets/ service- Installing and configuring software/ hardware requirements based onservice requests- 100% adherence to timeliness as per the priority of each issue, tomanage client expectations and ensure zero escalations- Track all the tickets from acceptance to resolution stage as per theresolution time defined by the customer- Maintain timely backup of important data/ logs and managementresources to ensure the solution is of acceptable quality to maintainclient satisfaction- Coordinate with on-site team for complex problem resolution andensure timely client servicing- Review the log which Chat BOTS gather and ensure all the servicerequests/ issues are resolved in a timely manner**_Stakeholder Interaction_****_Stakeholder Type_****_Stakeholder Identification_****_Purpose of Interaction_****_Internal_**- Project Manager_- For governance and client relationship management_- On-site project team_- To resolve the complex problem/ issues at the site_- Lead/ Sr. Administrator_- Guide the administrators with the complex problems_**_External_**- Client_- Resolving the tickets/ queries and servicing them_**_- ****Display**- Lists the competencies required to perform this role effectively:_- **_ Functional Competencies/ Skill_**- Process Excellence - Ability to follow the standards and normsto produce consistent results, provide effective control and reductionof risk -**_ Expert_**:- Systems Thinking - Understanding of the Wipro system(interrelatedness, interdependencies and boundaries) and perform problemsolving in a complex environment - **_Competent_**:- Technical knowledge - knowledge of the various devices/network etc which the administrator have to service - **_Expert_****_Competency Levels_****_Foundation_**Knowledgeable about the competency requirements. Demonstrates (inparts) frequently with mínimal support and guidance.**_Competent_**Consistently demonstrates the full range of the competency withoutguidance. Extends the competency to difficult and unknown situations aswell.**_Expert_**Applies the competency in all situations and is serves as a guide toothers as well.**_Master_**Coaches others and builds organizational capability in the competencyarea
