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. Employing over 230,000 professionals across 65 countries, the company 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 established Service Level Agreements (SLAs). Maintain detailed logs of incidents, document observations, and identify root causes to assist in evaluating mitigation strategies.

Service Request Fulfillment: Handle software, hardware, and network service requests promptly, ensuring completion within agreed timelines while maintaining accuracy and quality in request processing.

SLA Monitoring and Reporting: Continuously monitor SLA timelines throughout the lifecycle of high-priority incident tickets. Escalate issues as necessary and actively participate in weekly or monthly service review meetings with clients and internal teams to ensure transparency and continuous improvement.

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

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

Required Qualifications

- 3 to 5 years of relevant experience in incident management and service request fulfillment.
- Proficiency in NetBackup Backup solutions.
- Strong understanding of IT service management processes, including incident triage, SLA monitoring, and change management.
- Excellent documentation and communication skills to effectively log incidents, prepare change requests, and participate in review meetings.
- Ability to analyze incident trends and contribute to continuous service improvement initiatives.

Wipro is committed to fostering a culture of reinvention and growth. As an end-to-end digital transformation partner, we seek professionals who are inspired to evolve their skills, careers, and the business itself. Joining Wipro means becoming part of a purpose-driven organization that empowers you to design your own path of reinvention in a dynamic and supportive environment.