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 helps clients 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 enabling customers, colleagues, and communities to thrive in a rapidly evolving world.
Key Responsibilities
Incident Management and Resolution: Take ownership of high-priority (P2) incident tickets by performing advanced troubleshooting and root cause analysis to ensure timely and effective resolution.
SLA Monitoring: Monitor service level agreements (SLAs) for assigned technology areas, ensuring compliance and managing proactive escalations to maintain service quality.
Performance Tuning and Optimization: Analyze system performance trends, coordinate findings related to system behavior, and support capacity planning initiatives to improve overall system efficiency.
System Improvements: Collaborate with technical teams to develop and implement mitigation measures, evaluate new tools, and drive continuous system enhancements.
Disaster Recovery: Conduct security assessments and recovery drills, implementing necessary controls to comply with established security standards and ensure business continuity.
Reporting and Stakeholder Engagement: Participate in weekly and monthly service review meetings, provide performance updates, address issues, and maintain transparent communication with stakeholders to align service delivery.
Team Collaboration: Work closely with team members to resolve open tickets and service requests, fostering a collaborative environment to meet operational goals.
Knowledge Management: Contribute to the development and maintenance of standard operating procedures (SOPs), knowledge articles, and the knowledge repository to support efficient future ticket resolution and continuous learning.
Required Qualifications
- 5 to 8 years of experience in network automation and related technologies.
- Proven expertise in advanced troubleshooting and incident management.
- Strong understanding of SLA monitoring and escalation processes.
- Experience with system performance analysis, tuning, and capacity planning.
- Knowledge of disaster recovery procedures and security compliance.
- Ability to collaborate effectively with cross-functional teams and stakeholders.
- Commitment to maintaining and updating knowledge bases and documentation.
Wipro is committed to fostering a culture of reinvention, encouraging employees to continuously evolve their skills and careers. As an end-to-end digital transformation partner, Wipro offers an empowering environment where individuals can design their own paths and contribute to the ongoing evolution of the business and the industry. Join Wipro to be part of a purpose-driven organization that values innovation, collaboration, and growth.
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