ADMINISTRATOR L3

Wipro Technologies; Ernakulam; On-site; INR 700,000 - 1,100,000; Full time

Job summary

Wipro Limited is seeking a skilled ServiceNow CMDB Administrator in India to resolve priority incidents and manage service requests while contributing to incident analysis and change management.

The role requires 3-5 years of hands-on experience, with a focus on CMDB administration, incident resolution, SLA monitoring, and post-implementation documentation. The position is based in Kerala, Ernakulam, with a strong emphasis on clean processes and customer collaboration.

Qualifications

• Mandatory ServiceNow CMDB Administration skills.
• 3-5 years of relevant experience in incident and change management.
• Experience with SLA monitoring and root cause analysis is a plus.

Responsibilities

• Triaging and resolution of tickets with high priority impact.
• Document incidents and root causes; support mitigation planning.
• Create and manage change requests with rollback plans.
• Monitor SLA timelines across incident lifecycle and participate in reviews.

Skills

ServiceNow CMDB Administration

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:

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."

Information at a Glance

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Mandatory Skills: ServiceNow CMDB Administration.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.

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