Administrator 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 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 Triage and Resolution: 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 efforts.

Service Request Fulfillment: Handle software, hardware, and network service requests promptly, ensuring completion within agreed timelines. Maintain high standards of quality and accuracy throughout the request handling process.

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

Change Request Management: 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 comprehensively.

Incident Analysis and Continuous Improvement: Analyze incident patterns to support root cause analysis and contribute to the development of mitigation actions aimed at reducing repeat incidents. Collaborate on service improvement plans based on incident data.

Required Qualifications

- Proven experience as a WebSphere Administrator with 3-5 years of relevant work experience.
- Strong understanding of incident management processes and service request fulfillment.
- Ability to monitor and manage SLAs effectively.
- Experience in preparing and executing change requests with proper documentation and approval processes.
- Analytical skills to perform root cause analysis and contribute to continuous service improvement initiatives.

Wipro is committed to fostering a culture of reinvention and growth. As a modern digital transformation partner, we seek individuals who are inspired to evolve continuously—whether in their careers, skills, or mindset. Joining Wipro means becoming part of an organization powered by purpose, where you are empowered to design your own path of reinvention and contribute to the ongoing evolution of the business and industry.

If you are motivated by challenge and eager to be part of a forward-thinking company, Wipro offers an environment where your ambitions can thrive alongside the company’s bold vision for the future.