ADMINISTRATOR L3

Wipro; Coimbatore District; On-site; INR 550,000 - 900,000; Full time

Job summary

Wipro in Tamil Nadu, India seeks an IT Incident Manager to resolve priority incident tickets and service requests, and to contribute to incident analysis and continuous service improvement.

Responsibilities include triaging and resolving high priority tickets (P2) and medium priority tickets (P3) within defined SLAs, logging incidents with observations and root causes, coordinating change requests, monitoring SLA timelines, and supporting post‑implementation reviews.

Qualifications

• 3-5 years of experience in incident management and service improvement.

Responsibilities

• Triaging and resolving high priority tickets (P2) and medium priority tickets (P3) within defined SLAs.
• Create logs of incidents and document observations and root causes to support mitigation.
• Resolve service requests within agreed timelines, ensuring quality and accuracy in handling requests.
• Monitor SLA timelines for incident tickets and participate in reviews with clients and internal teams.
• Create change requests per incident priority with rollback plans and obtain approval in change meetings.
• Analyze incidents to support root cause analysis and contribute to service improvement plans.

Skills

IBM Spectrum Protect

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.

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Job description:
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: IBM Spectrum Protect
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Experience: 3-5 Years
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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.