ADMINISTRATOR L3

Wipro; Bengaluru; Vor Ort; INR 900.000 - 1.500.000; Vollzeit

Zusammenfassung

Wipro is seeking an IT professional to resolve priority incident tickets (P2) and service requests, contributing to incident analysis, change requests, and ongoing service improvement. The role focuses on triage, timely resolution, and collaboration with cross-functional teams.

The ideal candidate will document incidents, root causes, and mitigation steps; monitor SLAs; create changes with rollback plans; and participate in client reviews to ensure high-quality support and continual service

Qualifikationen

• 3-5 years of PLM administration experience.
• Proficiency with TeamCenter PLM system.
• Strong incident management and cross-team collaboration.

Aufgaben

• Triaging and resolving high priority incident tickets (P2) and P3 within SLAs.
• Create log of incidents and document observations and related root causes to support mitigation.
• Resolve service requests within agreed timelines, ensuring SLAs and quality.
• Monitor SLA timelines for the lifecycle of high priority incidents and escalate as needed.
• Create change requests per priority with rollback plans and seek approval.
• Present changes for approval and document post-implementation outcomes.
• Analyze incidents to support root cause analysis and related service improvement plans.
• Identify patterns of issues noted to reduce repeat incidents.

Kenntnisse

PLM-TeamCenter Administration

Jobbeschreibung

Job Description

The purpose of this role is to resolve priority incident tickets and service requests while contributing to incident analysis, change request preparation, and continuous service improvement.

Areas of Responsibility

• Triaging and resolution of tickets-"Perform initial triage for high priority incident tickets (P2 tickets) which may have an impact across one or more processes and resolve priority incident (P3) tickets within defined SLAs.
• Create log of incidents and Document observations and related root causes, to support in evaluation of mitigation measures. "
• Resolution of service Requests-Fulfil software/hardware/network service requests within agreed timeline, ensuring timely completion and adherence to SLAs while maintaining quality and accuracy in request handling.
• SLA Monitoring-Monitor SLA timelines for entire lifecycle of high priority incident tickets (P2 tickets). Escalate as needed and participate in weekly or monthly service review meetings with clients and internal teams.
• Change request execution-"Create change requests as per the priority of the incident tickets in adherence with the defined guidelines.
• Present changes for approval with rollback plans in change approval meetings. Execute approved changes and document post-implementation outcomes."
• Incident Analysis-"Analyse nature of incidents to support root cause analysis and related service improvement plans.
• Contribute towards development of mitigation action to reduce repeat incidents, by identifying patterns of issues noted.

Requirements

• Mandatory Skills: PLM-TeamCenter Administration
• Experience: 3-5 Years

About the Company

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.