ADMINISTRATOR L3

Wipro; Bengaluru; On-site; INR 600,000 - 900,000; Full time

Job summary

Wipro in Bengaluru, India seeks an incident management specialist to resolve priority tickets and service requests while contributing to incident analysis and continuous service improvement.

You will triage, log, and resolve high-priority incidents (P2/P3), monitor SLAs, and support change requests with rollback plans, driving ongoing service quality improvements across processes.

Qualifications

• 3-5 years of experience in incident management or IT service management.
• Mandatory skill: UxM - NexThink.

Responsibilities

• Triaging and resolution of high priority incident tickets (P2) and P3 tickets within defined SLAs.
• Create log of incidents and document observations and root causes for evaluation of mitigation measures.
• Resolve service requests (software/hardware/network) within agreed timelines and SLAs.
• Monitor SLA timelines for the lifecycle of high priority incidents; escalate as needed.
• Create change requests per incident priority with rollback plans; present for approval.
• Analyze incidents to support root-cause analysis and service improvement plans.
• Identify patterns of issues to reduce repeat incidents.

Skills

UxM - NexThink

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.

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. "

Mandatory Skills: UxM - NexThink .

Experience: 3-5 Years.

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