Verified Job
Customer Support / TeleCaller
Lead Administrator
Customer Support / TeleCaller
#282614
Remote / WFH
Job Description
Role Purpose
The purpose of this role is to provide significant technicalexpertise in architecture planning and design of the concerned tower(platform, database, middleware, backup etc) as well as managing itsday-to-day operations
Do
• Provide adequate support in architecture planning, migration& installation for new projects in own tower (platform/dbase/middleware/ backup)
• Lead the structural/ architectural design of a platform/middleware/ database/ back up etc. according to various systemrequirements to ensure a highly scalable and extensiblesolution
• Conduct technology capacity planning by reviewing the currentand future requirements
• Utilize and leverage the new features of all underlyingtechnologies to ensure smooth functioning of the installed databases andapplications/ platforms, as applicable
• Strategize & implement disaster recovery plans and createand implement backup and recovery plans
• Manage the day-to-day operations of the tower
• Manage day-to-day operations by troubleshooting any issues,conducting root cause analysis (RCA) and developing fixes to avoidsimilar issues.
• Plan for and manage upgradations, migration, maintenance,backup, installation and configuration functions for own tower
• Review the technical performance of own tower and deploy ways toimprove efficiency, fine tune performance and reduce performancechallenges
• Develop shift roster for the team to ensure no disruption in thetower
• Create and update SOPs, Data Responsibility Matrices, operationsmanuals, daily test plans, data architecture guidance etc.
• Provide weekly status reports to the client leadership team,internal stakeholders on database activities w.r.t. progress, updates,status, and next steps
• Leverage technology to develop Service Improvement Plan (SIP)through automation and other initiatives for higher efficiency andeffectiveness
• Team Management
• Resourcing
• Forecast talent requirements as per the current and future businessneeds
• Hire adequate and right resources for the team
• Train direct reportees to make right recruitment and selectiondecisions
• Talent Management
• Ensure 100% compliance to Wipro’s standards of adequateonboarding and training for team members to enhance capability &effectiveness
• Build an internal talent pool of HiPos and ensure their careerprogression within the organization
• Promote diversity in leadership positions
• Performance Management
• Set goals for direct reportees, conduct timely performance reviewsand appraisals, and give constructive feedback to direct reports.
• Ensure that organizational programs like Performance Nxt are wellunderstood and that the team is taking the opportunities presented bysuch programs to their and their levels below
• Employee Satisfaction and Engagement
• Lead and drive engagement initiatives for the team
• Track team satisfaction scores and identify initiatives to buildengagement within the team
• Proactively challenge the team with larger and enriching projects/initiatives for the organization or team
• Exercise employee recognition and appreciation
The purpose of this role is to provide significant technicalexpertise in architecture planning and design of the concerned tower(platform, database, middleware, backup etc) as well as managing itsday-to-day operations
Do
• Provide adequate support in architecture planning, migration& installation for new projects in own tower (platform/dbase/middleware/ backup)
• Lead the structural/ architectural design of a platform/middleware/ database/ back up etc. according to various systemrequirements to ensure a highly scalable and extensiblesolution
• Conduct technology capacity planning by reviewing the currentand future requirements
• Utilize and leverage the new features of all underlyingtechnologies to ensure smooth functioning of the installed databases andapplications/ platforms, as applicable
• Strategize & implement disaster recovery plans and createand implement backup and recovery plans
• Manage the day-to-day operations of the tower
• Manage day-to-day operations by troubleshooting any issues,conducting root cause analysis (RCA) and developing fixes to avoidsimilar issues.
• Plan for and manage upgradations, migration, maintenance,backup, installation and configuration functions for own tower
• Review the technical performance of own tower and deploy ways toimprove efficiency, fine tune performance and reduce performancechallenges
• Develop shift roster for the team to ensure no disruption in thetower
• Create and update SOPs, Data Responsibility Matrices, operationsmanuals, daily test plans, data architecture guidance etc.
• Provide weekly status reports to the client leadership team,internal stakeholders on database activities w.r.t. progress, updates,status, and next steps
• Leverage technology to develop Service Improvement Plan (SIP)through automation and other initiatives for higher efficiency andeffectiveness
• Team Management
• Resourcing
• Forecast talent requirements as per the current and future businessneeds
• Hire adequate and right resources for the team
• Train direct reportees to make right recruitment and selectiondecisions
• Talent Management
• Ensure 100% compliance to Wipro’s standards of adequateonboarding and training for team members to enhance capability &effectiveness
• Build an internal talent pool of HiPos and ensure their careerprogression within the organization
• Promote diversity in leadership positions
• Performance Management
• Set goals for direct reportees, conduct timely performance reviewsand appraisals, and give constructive feedback to direct reports.
• Ensure that organizational programs like Performance Nxt are wellunderstood and that the team is taking the opportunities presented bysuch programs to their and their levels below
• Employee Satisfaction and Engagement
• Lead and drive engagement initiatives for the team
• Track team satisfaction scores and identify initiatives to buildengagement within the team
• Proactively challenge the team with larger and enriching projects/initiatives for the organization or team
• Exercise employee recognition and appreciation
