ADMINISTRATOR L2

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

Job summary

Wipro is seeking a IT Support specialist to assist in triage and documentation of priority incidents, ensure SLA adherence, and support resolution of software and hardware service requests. This role emphasizes accurate logging, timely actions, and escalation when delays occur.

Join a global leader driving digital transformation in India. You will work in a dynamic triage team, collaborate with cross-functional peers, and contribute to consistent service delivery and customer satisfaction.

Qualifications

• 1-3 years of experience in IT support or service desk.
• Ability to triage and document priority incidents with SLA awareness.

Responsibilities

• Triage and resolve priority incident tickets (P3) per SLA and escalate as needed.
• Track and assist in resolution of software/hardware/network service requests within defined timelines.
• Monitor SLA timelines across ticket lifecycles and escalate delays.
• Assist in creating change requests based on incident types.

Tools

Oracle

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:

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

• Oracle.

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.