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 supports clients in achieving their most ambitious goals and building 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).
- Incident Documentation: Maintain detailed logs of incidents, document observations, and identify root causes to aid in evaluating mitigation strategies.
- Service Request Fulfillment: Handle software, hardware, and network service requests promptly, ensuring completion within agreed timelines while maintaining quality and accuracy.
- SLA Monitoring: Track SLA timelines throughout the lifecycle of high-priority incidents, escalate issues as necessary, and actively participate in regular service review meetings with clients and internal teams.
- Change Request Management: Create change requests aligned with incident priorities, prepare rollback plans, present changes for approval during change approval meetings, execute approved changes, and document post-implementation results.
- Incident Analysis and Continuous Improvement: Analyze incident patterns to support root cause analysis and contribute to the development of mitigation actions aimed at reducing recurring issues and improving service quality.

Required Qualifications

- Proven experience of 3 to 5 years in Application Packaging for Windows environments.
- Strong understanding of incident management processes, change management, and SLA adherence.
- Ability to document technical issues clearly and contribute to root cause analysis.
- Effective communication skills to collaborate with clients and internal teams during service reviews and change approval meetings.

Wipro is committed to fostering a culture of reinvention and continuous growth. As a forward-thinking organization, it encourages employees to evolve their skills and careers alongside the dynamic technology landscape. Joining Wipro means becoming part of a purpose-driven business that empowers individuals to shape their own professional journey while contributing to transformative digital initiatives.

This role offers the opportunity to work within a global, innovative environment where your expertise in incident resolution and service management will directly impact client satisfaction and operational excellence. If you are motivated by challenges and eager to be part of a company that values adaptability and innovation, Wipro provides a platform to realize your ambitions.