Wipro

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.

Job Description

CBR- 115K

Location - Pune

Job Title Network Admin – L2

Proposed Grade Band B2

Primary Skill (Technical Skill) Cisco IP Telephony and SIP Protocol

Secondary Skill (optional) SBC (Audiocodes/Ribbon), MS Teams Voice, Solarwinds

Educational Qualifications B.E. / B.Sc./Dip.

Experience Level 4 – 6 Years

Location of Posting

Role & Responsibilities · Experienced in IP Telephony Environment of an enterprise impacting 4000+ users · Handling L2 incidents or escalated tickets from L1 team · Participating in Major Changes and guide the L1 Team · Run the system heath check procedures & provide inputs to L3 teams · Maintains and monitor network utilization and make necessary changes whenever required in Technical Transition & Documentation skills (Onsite to Offshore) · Log onto Network element, Analyze, Trouble shoot & Diagnose root cause of the Incident and provide Temporary work around, including Activation of backup Circuits etc. · Contribute to KEDBs, SOPs and participate in SIPs being driven by the delivery ·

Skills Must have Nice to Have

Technical Skills

(Core & Top-Up) · Good understanding of IP Telephony Protocols such as SIP, H.323 Protocols · Network monitoring tools like Solarwinds, Prognosis , etc · Knowledge on QoS Configuration and administration · Ability to understand and validate network troubles / faults in one or more of the following domains/Technology: o VoIP Switches o CISCO IPT o Session Border Controller o Solarwinds · Voice Switching: TDM, VoIP, Call processing, Trunking, Signaling, SS7 · Exposure to CISCO Unified Communication Solution Implementation and administration · H/W troubleshooting & Vendor coordination · Solarwinds. · MS teams Voice

Skills Must have Nice to Have

Process & Tools · Remote system administration · Should be able to give inputs to automation and reduction of manual efforts through Scripting/tools · Understand the Incident, Change & Problem management · Work along with Team for Capacity Planning · Vendor Management

Behavioral Skill · Supporting escalated tasks/incidents · Fair Written & Verbal Communication Skills · Good team player · Ready to work on 24*7 environment · Experience of handling global customers

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Do

• Ensure timely response of all the tickets raised by the client 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 keep track of each 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 to ensure right client satisfaction
• Provide an acceptance and immediate resolution to the high priority tickets/ service
• Installing and configuring software/ hardware requirements based on service requests
• 100% adherence to timeliness as per the priority of each issue, to manage client expectations and ensure zero escalations
• Provide application/ user access as per client requirements and requests to ensure timely solutioning
• Track all the 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 to maintain client satisfaction
• Coordinate with on-site team for complex problem resolution and ensure timely client servicing
• Review the log which Chat BOTS gather and ensure all the service requests/ issues are resolved in a timely manner

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Deliver

No

Performance Parameter

Measure

1.

100% adherence to SLA/ timelines

Multiple cases of red time

Zero customer escalation

Client appreciation emails

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Mandatory Skills: Network Voice Admin .

Experience: 3-5 Years .

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.