As an MSSQL Database Administrator, you will play a pivotal role in maintaining and optimizing the client’s network, servers, systems, storage, platforms, and other critical IT assets. Your expertise in database management, coupled with your problem-solving skills, will be crucial in ensuring the system’s uptime and operational efficiency. You will be responsible for ensuring that client expectations are met consistently, and issues are resolved efficiently and effectively.
Key Responsibilities
Ticket Management & Timely Response
- Ensure a swift and accurate response to all service requests raised by the client’s end-users, addressing each ticket as per priority and defined SLAs.
- Actively monitor and track the number of service requests raised through multiple channels (dial-in, email, chat, IMS) to ensure correct and timely resolutions.
- Follow up with users to ensure that tickets are resolved within the stipulated time frame, maintaining client satisfaction.
Root Cause Analysis and Problem Resolution
- Perform in-depth root cause analysis for recurring issues and take the necessary steps to implement permanent solutions to prevent future occurrences.
- Develop and execute an action plan for resolving issues, ensuring that client satisfaction remains the top priority throughout the process.
- Address high-priority tickets immediately and work closely with the on-site team for complex problem resolution when necessary.
System and Network Maintenance
- Act as the custodian for the client’s infrastructure, including networks, servers, systems, and storage platforms, ensuring proper functioning and periodic upkeep.
- Install, configure, and maintain software and hardware components as per service requests, ensuring that the client’s systems are fully operational.
- Regularly review system logs, especially those gathered by chatbots, to ensure service requests and issues are resolved promptly and to client expectations.
Data Management & Backups
- Regularly perform timely backups of essential data, system logs, and other critical resources to ensure that the client’s data is secure and protected.
- Ensure all backup processes are in line with the client’s expectations, contributing to overall system reliability and business continuity.
Client Interaction & Satisfaction
- Provide clear communication to clients regarding the status of their service requests, ensuring transparency and effective management of expectations.
- Maintain a proactive approach, resolving issues before they escalate and ensuring zero customer complaints or escalations.
- Actively seek client feedback and continuously strive to improve service delivery and client satisfaction.
Collaboration & Coordination
- Work closely with the on-site support teams to resolve more complex issues that require additional expertise or physical interventions.
- Collaborate with various internal teams, ensuring that all service requests are tracked, monitored, and resolved in alignment with the client’s SLAs.
Service Level Agreement (SLA) Adherence
- Ensure 100% adherence to the defined SLAs for response and resolution times, ensuring that client satisfaction is maintained at all times.
- Address performance parameters such as reducing red-time incidents and maintaining high levels of client appreciation through timely resolutions.
Key Performance Indicators (KPIs)
- SLA Adherence. Ensure 100% adherence to SLA timelines across all service requests, leading to zero escalations.
- Client Satisfaction. Achieve high levels of client satisfaction, measured through feedback and client appreciation emails.
- Problem Resolution Time. Maintain efficiency in troubleshooting and resolving issues within defined timeframes.
- Root Cause Analysis Efficiency. Actively reduce recurring issues through effective root cause analysis and the implementation of permanent fixes.
Mandatory Skills and Experience
- MSSQL Database Administration. In-depth knowledge and experience in managing and troubleshooting MSSQL databases, ensuring their optimal performance.
- Experience Level. 3 to 5 years of experience in managing client IT infrastructure, specifically related to database management, software, hardware, and network support.
- Technical Expertise. Proficient in SQL, database performance tuning, backup management, and troubleshooting.
- Client-Oriented. Excellent customer service skills with the ability to effectively manage client expectations and communicate technical issues in an easy-to-understand manner.
- Problem Solving. Strong analytical skills to identify the root causes of recurring issues and implement effective solutions.
- Teamwork & Collaboration. Ability to collaborate with on-site and remote teams to ensure timely resolution of complex technical issues.
- Attention to Detail. Strong attention to detail and organizational skills to track and manage multiple tickets and service requests simultaneously.
Why Join Us
At Wipro, we are redefining the future of digital transformation. We believe in the constant evolution of both our business and our employees. By joining us, you will be part of a dynamic organization that encourages creativity, fosters innovation, and empowers you to take charge of your career. We embrace diversity and are committed to creating an inclusive environment where everyone can thrive.