Administrator IHS - L3

Wipro Limited is a global leader in technology services and consulting, dedicated to delivering innovative solutions that address complex digital transformation challenges. With a comprehensive portfolio spanning consulting, design, engineering, and operations, Wipro enables clients to achieve their most ambitious goals and build sustainable, future-ready businesses. Operating across 65 countries with over 230,000 employees and partners, Wipro is committed to helping customers, colleagues, and communities thrive in a rapidly evolving world.

Key Responsibilities
Triaging and Resolution of Tickets: Perform initial triage for high-priority incident tickets (P2) that may impact multiple processes and resolve priority incident tickets (P3) within defined Service Level Agreements (SLAs). Maintain detailed logs of incidents, document observations, and identify root causes to support mitigation efforts. Assist in triaging and resolving standard incident tickets (P4 and P5), ensuring timely and accurate resolution according to established procedures.

Resolution of Service Requests: Fulfill software, hardware, and network service requests within agreed timelines, ensuring adherence to SLAs while maintaining high quality and accuracy in request handling.

SLA Monitoring: Monitor SLA timelines throughout the lifecycle of high-priority incident tickets (P2) and standard tickets (P4 and P5). Escalate issues as necessary and participate in regular service review meetings with clients and internal teams. Track open tickets and submit reports to review SLA adherence status.

Change Request Execution: Prepare change requests aligned with the priority of incident tickets, following defined guidelines. Present changes for approval in change approval meetings, including rollback plans. Execute approved changes and document post-implementation outcomes.

Incident Analysis: Analyze incidents to support root cause analysis and contribute to service improvement plans. Identify recurring patterns and develop mitigation actions to reduce repeat incidents.

Required Qualifications
- 3 to 5 years of relevant experience in incident management and service request fulfillment.
- Proficiency in AI Native IHS or similar incident handling systems.
- Strong understanding of IT service management processes, including incident triage, SLA monitoring, and change management.
- Ability to document incidents and changes clearly and accurately.
- Experience working in a client-facing environment with a focus on service quality and timely resolution.

Wipro is committed to fostering a culture of continuous reinvention and growth. We are building a modern organization powered by purpose and innovation, where employees are encouraged to evolve their skills and careers alongside the ever-changing technology landscape. Join us to be part of a dynamic team that values your contribution and empowers you to shape your own professional journey.