Cisco/wireless controller & SD-WAN

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 empowers 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

Incident Ticket Management: 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, documenting observations and root causes to support mitigation evaluation.

Service Request Resolution: Fulfill software, hardware, and network service requests within agreed timelines, ensuring timely completion while maintaining quality and accuracy in handling.

SLA Monitoring: Monitor SLA timelines throughout the lifecycle of high-priority incident tickets (P2). Escalate issues as necessary and actively participate in weekly or monthly service review meetings with clients and internal teams.

Change Request Execution: Create change requests aligned with the priority of incident tickets, adhering to established guidelines. Present changes for approval during change approval meetings, including rollback plans. Execute approved changes and document post-implementation outcomes.

Incident Analysis and Continuous Improvement: Analyze incidents to support root cause analysis and contribute to service improvement plans. Identify patterns in recurring issues and assist in developing mitigation actions to reduce repeat incidents.

Required Qualifications

- 3 to 5 years of experience in a relevant role.
- Strong expertise in Cisco Routing and Switching.
- Proven ability to manage and resolve high-priority incidents within SLA frameworks.
- Experience in creating and executing change requests with proper documentation and approval processes.
- Skilled in incident analysis and contributing to continuous service improvement initiatives.

Wipro is committed to fostering an environment of reinvention and growth. As an end-to-end digital transformation partner, the company encourages individuals who are inspired to evolve their careers, skills, and perspectives. Joining Wipro means becoming part of a purpose-driven organization that empowers employees to design their own path of professional reinvention while contributing to the ongoing evolution of the business and industry.

This role offers the opportunity to work in a dynamic, fast-paced environment where innovation and continuous improvement are valued. Candidates will be part of a global team dedicated to delivering excellence and driving meaningful impact for clients worldwide.