ADMINISTRATOR L2
Wipro Pune Division, Maharashtra, India
Job Description
"Unlock the potential of your IT career as an Administrator L2 at Wipro, where you'll play a pivotal role in ensuring seamless service delivery and exceptional customer satisfaction."
In this high-impact role, you'll be responsible for triaging and resolving priority incidents, software and hardware service requests, and ensuring Service Level Agreement (SLA) adherence.
As an Administrator L2 at Wipro, you'll be the first point of contact for customers, providing timely and effective solutions to their technical issues.
Why you should learn this:
The demand for skilled IT administrators is on the rise, with a projected growth of 13% by 2028, according to the Bureau of Labor Statistics.
Expected Salary: The median salary for an IT administrator in India is ₹750,000 - ₹1,200,000 per annum, with opportunities for career advancement and salary increments.
How it works:
- Step 1: Receive and triage priority incident tickets, documenting all relevant information and following established procedures.
- Step 2: Collaborate with cross-functional teams to resolve software, hardware, and network service requests, ensuring timely completion and SLA adherence.
Core Concepts to Master
Incident Management
Incident management involves identifying, classifying, and resolving incidents in a timely and effective manner. This includes documenting all relevant information, collaborating with stakeholders, and ensuring SLA adherence.
Service Request Management
Service request management involves tracking and resolving software, hardware, and network service requests. This includes accurately logging requests, processing them in a timely manner, and ensuring completion within defined timelines.
SLA Monitoring and Escalation
SLA monitoring and escalation involve tracking and monitoring SLA timelines for priority incidents and service requests. This includes escalating delays when required, ensuring timely resolution, and maintaining high levels of customer satisfaction.
Interview Questions (Beginner)
- What do you understand by incident management?
- How would you handle a priority incident ticket?
- What is your experience with service request management?
Job Overview
Advance Questions
- • Can you explain the concept of SLA monitoring and escalation?
- • How would you handle a complex technical issue with a customer?
- • Can you walk us through your experience with cross-functional team collaboration?