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Title:  Administrator - L3

Requisition ID:  78212
City:  New York
Country/Region:  US
Wipro Limited (NYSE: WIT, BSE: 507685, NSE: WIPRO) is a leading technology services and consulting company focused on building innovative solutions that address clients’ most complex digital transformation needs. Leveraging our holistic portfolio of capabilities in consulting, design, engineering, and operations, we help clients realize their boldest ambitions and build future-ready, sustainable businesses. With over 230,000 employees and business partners across 65 countries, we deliver on the promise of helping our customers, colleagues, and communities thrive in an ever-changing world. For additional information, visit us at www.wipro.com.

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Role : Administrator L3 (Field Support Lead)

Requirements :

associate degree and/or 5-15 years of experience.
Strong background of proven success in IT field services required.
Previous management experience of 1st and 2nd level desktop / network support team preferred.
Solid record of success in managing customer satisfaction in an IT Services environment that includes end user desktop support. Transition Management experience is nice to have.


Responsibilities :

  • Analysis & Problem Solving, Planning/Organizing/Work Management, Quality Orientation / Attention to Detail, Learning Agility, Influencing, Tenacity, Building Trust, Listening, Project Coordination / Management, Strong oral and written communications, Ability to effectively communicate and collaborate with several levels of the customer’s organization
  • Understand & prepare queries on solution, scope, SLA and RLS etc. after completely understanding SOW document.
  • Prepare and publish requirement register as per technology stack & asset landscape
  • Build account/customer specific governance plan to track the operations
  • Proactively Manage Risks by identification, Documentation & Notification proposed mitigation Manage Risks (People / Process / Technology Solution)
  • Complete technical Screening (Internal & External) for BAU fitment
  • Verify Access to Infra & Systems, Backup Coverage and Monitoring Coverage. Ensure all members of BAU team are having access as per RBAC on the in-scope devices.
  • Ensure any documentation defined as a contractual deliverable is prepared and signed off with all the required stakeholders within the required timelines
  • Articulate Mitigation Plan for Identified risks to Transition and Go Live readiness & also acquire the customer sign off on the same
  • Perform ticket analysis to identify repetitive tickets, projection, trends & priority. Identify top call contributors
  • Complete ownership BAU Delivery governance to achieve SLA and timely ticket resolution and proper updates
  • Hands-on involvement in BAU operation should there be a delay in BAU SME onboarding or until the completion of their onboarding
Mandatory Skills: Desktop Support .

 

Experience: 3-5 Years .

 

Expected annual pay for this role ranges from $45,000 to $1,10,000 . Based on the position, the role is also eligible for Wipro’s standard benefits including a full range of medical and dental benefits options, disability insurance, paid time off (inclusive of sick leave), other paid and unpaid leave options.

 

Reinvent your world. We are building a modern Wipro. We are an end-to-end digital transformation partner with the boldest ambitions. To realize them, we need people inspired by reinvention. Of yourself, your career, and your skills. We want to see the constant evolution of our business and our industry. It has always been in our DNA - as the world around us changes, so do we. Join a business powered by purpose and a place that empowers you to design your own reinvention. Come to Wipro. Realize your ambitions. Applications from people with disabilities are explicitly welcome.

If you encounter any suspicious mail, advertisements, or persons who offer jobs at Wipro, please email us at helpdesk.recruitment@wipro.com. Do not email your resume to this ID as it is not monitored for resumes and career applications.

Any complaints or concerns regarding unethical/unfair hiring practices should be directed to our Ombuds Group at ombuds.person@wipro.com.

We are an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, caste, creed, religion, gender, marital status, age, ethnic and national origin, gender identity, gender expression, sexual orientation, political orientation, disability status, protected veteran status, or any other characteristic protected by law.

Wipro is committed to creating an accessible, supportive, and inclusive workplace. Reasonable accommodation will be provided to all applicants including persons with disabilities, throughout the recruitment and selection process. Accommodations must be communicated in advance of the application, where possible, and will be reviewed on an individual basis. Wipro provides equal opportunities to all and values diversity.


Nearest Major Market: New York City

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