ADMINISTRATOR L2

Wipro; Bengaluru; On-site; INR 300,000 - 500,000; Full time

Job summary

Wipro is seeking an IT service support professional to triage and document priority incidents, and assist in resolving software and hardware service requests while ensuring SLA adherence.

You will monitor incident lifecycles, escalate delays, and help create change requests based on incident types. The role requires 1-3 years of data networking experience and a proactive approach to client support.

Qualifications

• Experience in IT support or service desk roles.
• Understanding of basic data networking concepts.

Responsibilities

• Triaging and resolution of priority incident tickets (P3) and documenting actions.
• Support resolution of software and hardware service requests within defined SLAs.
• Monitor SLA timelines and escalate delays to prevent breaches.
• Assist in creation of change requests based on incident type and resolution.

Skills

Data Networking

Job description

The purpose of this role is to assist in the triage and documentation of priority incidents, support resolution of software and hardware service requests and ensure SLA adherence by escalating delays when required.

Job description

Role Purpose

The purpose of this role is to assist in the triage and documentation of priority incidents, support resolution of software and hardware service requests and ensure SLA adherence by escalating delays when required.

Areas of responsibility

Triaging and resolution of tickets-Perform initial triage and assist in response for priority incident tickets (P3 tickets) along with its documentation and following the defined SLA and escalation procedures.

Resolution of service Requests-Track and assist in resolution of software/hardware/network service requests, ensuring they are accurately logged, processed, and completed within defined timelines as per established procedures.

SLA Monitoring-Track and monitor SLA timelines for entire lifecycle of priority incident tickets (P3 tickets). Escalate to higher levels for delays or potential SLA breaches.

Change request execution-Assist in creation of change requests basis types of incident tickets which are raised and resolved.

Mandatory Skills: Data Networking
.

Experience: 1-3 Years
.

Reinvent your world. We are building a modern Wipro. We are an end-to-end digital transformation partner with the boldest ambitions. To realize them, we need people inspired by reinvention. Of yourself, your career, and your skills. We want to see the constant evolution of our business and our industry. It has always been in our DNA - as the world around us changes, so do we. Join a business powered by purpose and a place that empowers you to design your own reinvention.