Role Overview
The purpose of the role is to resolve, maintain and manage client’s software, hardware and network based on the service requests raised from the end-user as per the defined SLA’s ensuring client satisfaction.
Responsibilities
* Ensure timely response of all the tickets raised by the client end user
* Service request solutioning by maintaining quality parameters
* Act as a custodian of the client’s network, server, system, storage, platform, infrastructure and other equipment to keep track 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, ensuring client satisfaction
* Provide an acceptance and immediate resolution to high priority tickets/services
* Install and configure software and hardware requirements based on service requests
* 100% adherence to timeliness as per the priority of each issue, managing client expectations and ensuring zero escalations
* Provide application/user access as per client requirements and requests to ensure timely solutioning
* Track all 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 and maintain client satisfaction
* Coordinate with on‑site team for complex problem resolution and ensure timely client servicing
* Review the logs gathered by Chat BOTS and ensure all service requests/issues are resolved in a timely manner
* Deliver performance parameters: 100% adherence to SLA/timelines, minimize red time, zero customer escalation, and client appreciation emails
Qualifications
* Mandatory skills: IBM HTTP Server
Equal Opportunity Statement
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. © 2026 Wipro Limited
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