ADMINISTRATOR L3

Wipro Limited; Bengaluru; On-site; INR 600,000 - 1,200,000; Full time

Job summary

Wipro Limited in Bengaluru is seeking a incident management specialist to resolve priority incident tickets and service requests while contributing to incident analysis and change preparation.

You will monitor SLAs, document root causes, execute changes with rollback plans, and support service improvement efforts through pattern analysis and mitigation actions.

Qualifications

• Cloud Oracle Infra. Admin experience required, 3-5 years.

Responsibilities

• Triaging and resolution of high-priority incident tickets (P2) and SLA-bound P3 tickets.
• Log incidents, document observations and root causes to support mitigations.
• Fulfil software/hardware/network service requests within agreed SLAs.
• Monitor SLA timelines across ticket lifecycles; escalate when needed.
• Create change requests per incident priority; follow guidelines.
• Present changes for approval with rollback plans and document outcomes.
• Analyze incidents to support root cause analysis and improvement plans.
• Contribute to mitigation actions to reduce repeat incidents.

Skills

Cloud Oracle Infrastructure Admin

Job description

Wipro Limited (NYSE: WIT, BSE: 507685, NSE: WIPRO) is a leading technology services and consulting company focused on building innovative solutions that address clients’ most complex digital transformation needs. Leveraging our holistic portfolio of capabilities in consulting, design, engineering, and operations, we help clients realize their boldest ambitions and build future-ready, sustainable businesses. With over 230,000 employees and business partners across 65 countries, we deliver on the promise of helping our customers, colleagues, and communities thrive in an ever-changing world. For additional information, visit us at www.wipro.com.

Job Description

Role Purpose

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

Cloud Oracle Infrastructure Admin. Experience: 3-5 Years. 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.