ADMINISTRATOR L3

Wipro; Dadri; On-site; INR 500,000 - 800,000; Full time

Job summary

Wipro is seeking a skilled incident and service request resolution professional to manage high-priority tickets (P2) and adhere to SLAs while supporting incident analysis and change requests.

You will triage, log incidents, document root causes, monitor SLA timelines, and participate in weekly reviews with clients and internal teams; you will also create and implement change requests with rollback plans and contribute to service improvement.

Qualifications

• Mandatory skill: Netapp Storage.
• Experience required: 3-5 years in related roles.

Responsibilities

• Triaging and resolution of tickets - Perform initial triage for high priority incident tickets (P2) and resolve priority incident (P3) tickets within defined SLAs.
• Create log of incidents and document observations and root causes to support mitigation measures.
• Resolution of service requests - Fulfil software/hardware/network service requests within agreed timelines while adhering to SLAs.
• SLA monitoring - Monitor SLA timelines for entire lifecycle of high priority incident tickets; escalate as needed and participate in reviews with clients and internal teams.
• Change request execution - Create and process change requests per incident priority with defined rollback plans; present changes for approval and document post-implementation outcomes.
• Incident analysis - Analyze nature of incidents to support root cause analysis and service improvement plans.
• Contribute to mitigation actions to reduce repeat incidents by identifying patterns in issues noted.

Skills

Netapp Storage

Job description

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.

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: Netapp Storage .

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.