ADMINISTRATOR L2

Wipro; Mumbai; On-site; INR 350,000 - 550,000; Full time

Job summary

Wipro in Mumbai is hiring for an IT support specialist to assist in triage and documentation of priority incidents, support resolution of software and hardware service requests, and ensure SLA adherence by escalating delays when required.

The role requires 1-3 years of experience, strong PL/SQL skills, and the ability to track SLA timelines and coordinate with multiple teams to resolve issues efficiently.

Qualifications

• 1-3 years of IT support experience.
• Experience with triage and incident documentation.
• Familiarity with SLA processes and escalation.

Responsibilities

• Triaging and resolution of tickets per SLA and escalation procedures.
• Track and assist in resolution of software/hardware/network service requests.
• Monitor SLA timelines across ticket lifecycles.
• Assist in creation of change requests for incidents.

Skills

PL-SQL

Job description

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.

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

PL-SQL .

Experience

1-3 Years.

About us

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.