ADMINISTRATOR L3

Wipro; Dadri; On-site; INR 700,000 - 900,000; Full time

Job summary

Wipro is seeking an experienced Incident Management professional to resolve priority incident tickets (P2) and service requests, while contributing to incident analysis and continuous service improvement. The role emphasizes strict SLA adherence and documentation of root causes.

Experience required is 3-5 years in IT service management, with mandatory exposure to Hitachi Storage. The candidate will work in a fast-paced environment, supporting change requests and cross-team collaboration to

Qualifications

• 3-5 years of experience in incident management or IT service management.

Responsibilities

• Triaging and resolution of high-priority incident tickets (P2) across multiple processes.
• Documenting incidents and root causes to support mitigations.
• Fulfil software/hardware/network service requests within SLAs.
• Monitor SLA timelines for incident tickets and escalate as needed.
• Create and present change requests with rollback plans.
• Analyze incidents to support root cause analysis and service improvements.

Skills

Hitachi Storage

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.

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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: Hitachi Storage
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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.