ADMINISTRATOR L2

Wipro; Mumbai; On-site; INR 450,000 - 650,000; Full time

Job summary

Wipro in Mumbai seeks an IT support professional to assist in triage and documentation of priority incidents and service requests. You will help ensure SLA adherence and escalate delays as needed.

The role focuses on triage, resolution, and change request execution with a Linux environmentExperience of 1-3 years is expected. The team emphasizes governance, accurate ticket logging, and timely response to requests to maintain service quality.

Qualifications

• 1-3 Years experience in related IT support or NOC roles.
• Knowledge of incident management processes and change control would be beneficial.

Responsibilities

• 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 based on types of incident tickets which are raised and resolved.

Skills

Linux Admin.

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 based on types of incident tickets which are raised and resolved.

Mandatory Skills

Linux Admin.

Experience

1-3 Years.

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