ADMINISTRATOR L3

Wipro; Hyderabad; On-site; INR 600,000 - 900,000; Full time

Job summary

Wipro is seeking an IT Incident Manager to resolve priority incidents and service requests, contributing to incident analysis, change requests, and continuous service improvement.

The role involves triaging, documenting root causes, and ensuring timely closure with adherence to SLAs. Collaboration with clients and internal teams is essential as part of a digital transformation agenda.

Qualifications

• Experience in incident management and service request handling.
• Ability to triage, resolve, and document incidents and root causes.
• Proficient in monitoring SLAs and coordinating with clients and internal teams.

Responsibilities

• Triaging and resolution of tickets and high priority incidents within defined SLAs.
• Document observations and root causes to support mitigation measures.
• Resolve software/hardware/network service requests within agreed timelines.
• Monitor SLA timelines across incident lifecycles and escalate as needed.
• Create change requests per incident priority and ensure rollback plans.

Skills

Microsoft Active Directory Admin

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

• Microsoft Active Directory Admin

Experience

3-5 Years

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