ADMINISTRATOR L3

Wipro; Gurugram District; On-site; INR 600,000 - 1,200,000; Full time

Job summary

Wipro in India’s Gurugram region is seeking an incident and service request specialist to resolve priority tickets, perform initial triage, and contribute to incident analysis and continuous service improvement.

You will handle changes, document root causes, monitor SLAs, and collaborate with clients and internal teams to implement mitigation actions.

Qualifications

• Experience with incident management and service requests in ITIL-based environments.
• Proficient in M365 Exchange Online configuration and troubleshooting.
• 3-5 years of relevant experience.

Responsibilities

• Triaging and resolution of priority incident tickets (P2) and high-priority (P3) within SLAs.
• Document observations, root causes and mitigation actions.
• Fulfil software/hardware/network service requests within agreed timelines.
• Monitor SLA timelines across ticket lifecycle and escalate as needed.
• Create and manage change requests with rollback plans and approval processes.
• Analyze incidents to support root cause analysis and service improvement.
• Identify patterns to reduce repeat incidents and contribute to action plans.

Skills

M365 Exchange Online

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.

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: M365 Exchange Online.

Experience: 3-5 Years.

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