Cloud Azure Admin-Administrator Wipro Limited Redmond
Short Description :Very more specialized and require a candidate who can think outside of templated responses and is comfortable working across numerous internal tools, databases, and queries to assess the customer s situation Background in Cloud Platform technology experience outside of MS Azure is ,…
Full Description :
Key skills required for the job are:
Cloud Azure Admin-L2 (Mandatory)
Cloud AWS Admin-L2
Years of Experience: Junior to mid-level (2-5 years of related industry experience).
Tier 3 support experience in a Customer Service/Advocacy environment. (2+ years) 2 Cloud Platform Experience, ideally with AWS or Azure, but flexible to similar experience. (2+ years)
This position on Azure Commerce Customer Engagement team is responsible for providing support to our key Enterprise Agreement customers and partners globally. This role is responsible for assessing non-technical support escalations to solve the most challenging usage, reporting and Enterprise Portal problems our customers face. The role involves troubleshooting, analyzing,escalating, documenting and communicating to the various stakeholder communities as appropriate for each escalation. This
Help drive positive and effective case handling while meeting CSAT, CPT, and other KPIs all towards addressing customer needs
Need resumes that highlight Tier 3 escalations support and customer advocacy focus for billing and account management issues on the enterprise level.
This skill set and the problems being solved are very more specialized and require a candidate who can think outside of templated responses and is comfortable working across numerous internal tools, databases, and queries to assess the customer s situation Background in Cloud Platform technology (experience outside of MS Azure is OK) and proficient with customer support and advocacy.
Ideal candidates have had extensive direct contact with customers (email/Teams or similar VOIP and screensharing services) and experience in delivering strong metrics such as such as customer satisfaction(CSAT), quick initial response (IR) times, timely follow-up responses.
Roles & Responibilities
"As a Senior Administrator, you should be able to handle first point escalation for all technical and process issues. Provide technical subject matter expertise wherever required. Ensure proper communication and quick resolution as a crisis manager. Plan and schedule Changes, Coordinating with different stakeholders. Perform RCA for Major Incidents related to his / her tower
Follow quality / security process defined for the engagement. Perform Trend analysis, identify top few incidents and work with respective teams/individual to minimize the incidents, Hardware troubleshooting & Vendor coordination
Prepare Weekly and monthly status reports. Participate in business meetings with various stake holders on a need basis. Take corrective actions based on the customer satisfaction surveys. Work on the service improvement programs. Effort estimation/reviews on need basis for new projects. Training of new team members. Able to work on Knowledge acquisition and updates to related documents"
We are an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, gender identity, sexual orientation, disability status, protected veteran status, or any other characteristic protected by law.
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Cloud Azure Admin-L2
Technical Support-L2, Cloud AWS Admin-L2
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