ADMINISTRATOR L3

Wipro; Gurugram District; On-site; INR 700,000 - 1,100,000; Full time

Job summary

Wipro in Gurugram is seeking a service incident responder to resolve priority incident tickets (P2/P3), handle service requests, and contribute to incident analysis and continuous service improvement.

You will triage tickets, document observations, monitor SLAs, create change requests, present rollback plans, and assist in root-cause analysis to reduce repeats.

Qualifications

• 3-5 years of experience in incident management.

Responsibilities

• Triaging and resolution of tickets, including high-priority incident tickets (P2) and P3 tickets within SLAs.
• Create log of incidents and document observations and related root causes to support mitigation measures.
• Resolution of service requests – fulfil software/hardware/network service requests within agreed timelines, ensuring timely completion and adherence to SLAs.
• SLA monitoring – monitor SLA timelines for the entire lifecycle of high priority incident tickets; escalate as needed and participate in service review meetings.
• Change request execution: create change requests as per the priority of the incident tickets and obtain approvals with rollback plans in change meetings.
• Incident Analysis: analyse nature of incidents to support root cause analysis and related service improvement plans.
• Contribute towards development of mitigation actions to reduce repeat incidents by identifying patterns of issues noted.

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.

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

Hitachi Storage .

Experience

3-5 Years.

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