ADMINISTRATOR L3

Wipro Technologies; Hyderabad; On-site; INR 900,000 - 1,300,000; Full time

Job summary

Wipro Limited is seeking an experienced Incident Manager to resolve priority incident tickets and service requests while contributing to incident analysis and continuous service improvement. The role involves triage, root cause analysis, change execution, and regular review with clients and internal teams.

Mandatory skills include Kubernetes and 3–5 years of relevant experience in IT services. Join a leader in digital transformation delivering modern IT solutions.

Qualifications

• Experience in triaging and resolving high-priority incidents (P2) and related service requests with defined SLAs.
• Strong analytical ability to identify root causes and contribute to mitigation plans.
• Experience with change management processes and enabling rollback plans.

Responsibilities

• Triaging and resolution of tickets-"Perform initial triage for high priority incident tickets (P2) 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."

Skills

Incident management

P2/P3 incident handling

Tools

Kubernetes

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

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: Kubernetes.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.

Information at a Glance

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