ADMINISTRATOR L2
Wipro Noida, Uttar Pradesh, India
Job Description
"Unlock the potential of a successful Administrator L2 at Wipro, where you'll play a pivotal role in ensuring seamless service delivery and exceptional customer experiences."
As an Administrator L2 at Wipro, you'll be responsible for assisting in the triage and documentation of priority incidents, supporting the resolution of software and hardware service requests, and ensuring SLA adherence by escalating delays when required.
In this role, you'll have the opportunity to develop your technical skills, work with cutting-edge technologies, and contribute to the success of our clients.
Why you should learn this:
The demand for skilled administrators is on the rise, with a projected growth rate of 10% in the next two years, driven by the increasing need for efficient IT services and customer support.
Expected Salary: $60,000 - $90,000 per annum, depending on location and experience, making this a lucrative career choice for those with the right skills and qualifications.
How it works:
- Initial Triage: Perform initial triage and assist in response for priority incident tickets, documenting and escalating as required.
- SLA Monitoring: Track and monitor SLA timelines for the entire lifecycle of priority tickets, ensuring adherence to established procedures.
- Service Request Resolution: Track and assist in resolution of software/hardware/network service requests, ensuring accurate logging, processing, and completion within defined timelines.
Core Concepts to Master
Priority Incident Triage
The process of identifying and categorizing priority incidents, determining the level of urgency and required response, and escalating when necessary to ensure timely resolution.
SLA Monitoring and Escalation
The importance of tracking and monitoring SLA timelines, identifying potential delays, and escalating as required to ensure adherence to established procedures and customer satisfaction.
Service Request Resolution
The process of tracking and resolving software/hardware/network service requests, ensuring accurate logging, processing, and completion within defined timelines to meet customer expectations.
Interview Questions (Beginner)
- What do you understand by the term 'SLA'?
- Can you describe a time when you had to troubleshoot a technical issue?
- How would you prioritize multiple tickets with varying levels of urgency?
Job Overview
Advance Questions
- • Can you explain the concept of 'triage' in the context of incident management?
- • How would you handle a situation where a customer is experiencing a high-priority issue, but the root cause is complex and requires additional resources?
- • Can you describe your experience with service request management tools and platforms?