Administrator L3

Wipro; Bengaluru; On-site; INR 600,000 - 1,000,000; Full time

Job summary

A leading IT services company is searching for an experienced Administrator L3 to oversee software, hardware, and network maintenance. The role requires managing service requests and ensuring client satisfaction while adhering to defined SLA timelines. Candidates should have 3–5 years of relevant experience and a strong focus on problem-solving and timeliness. This full-time position offers the opportunity to work at a mid-senior level within a dynamic team dedicated to digital transformation.

Qualifications

• 3–5 years of relevant experience in IT.
• Ability to manage multiple service requests effectively.
• Experience in supporting network and server infrastructure.

Responsibilities

• Resolve, maintain and manage software, hardware, and network issues.
• Ensure timely response to all client tickets.
• Perform root cause analysis and create action plans.

Skills

Client satisfaction

Problem-solving

Root cause analysis

Software/hardware installation

Timeliness adherence

Job description

Administrator L3

Role: Administrator L3 at Wipro.

Role Purpose

The purpose of the role is to resolve, maintain and manage client's software, hardware, and network based on service requests raised by the end-user as per the defined SLA, ensuring client satisfaction.

Key Responsibilities

• Ensure timely response of all tickets raised by the client end-user.
• Service requests solutioning while maintaining quality parameters.
• Act as a custodian of client's network, server, system, storage, platform, and infrastructure, ensuring proper functioning and upkeep.
• Monitor ticket volume (dial home/email/chat/IMS) and provide solutions within defined resolution timeframes.
• Perform root cause analysis of tickets and create action plans to resolve problems, ensuring client satisfaction.
• Provide immediate resolution for high priority tickets/services.
• Install and configure software/hardware based on service requests.
• Adhere 100% to timeliness as per priority to manage client expectations and prevent escalations.
• Provide application/user access per client requirements.
• Track tickets from acceptance to resolution as per customer-defined resolution time.
• Maintain timely backup of important data/logs and manage resources to ensure quality solutions.
• Coordinate with on-site team for complex problem resolution.
• Review logs gathered by chat bots and ensure all service requests/issues are resolved timely.

Performance Deliverables

• 100% adherence to SLA/timelines.
• Minimum instances of red time.
• Zero customer escalations.
• Client appreciation emails.

Experience Requirement

3–5 years of relevant experience.

Seniority level

Mid‑Senior level

Employment type

Full‑time

Job function

Information Technology

Industries

IT Services and IT Consulting

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 themselves, their careers, and their 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.