ADMINISTRATOR L3

Wipro; Hyderabad; On-site; INR 500,000 - 700,000; Full time

Job summary

Wipro in Hyderabad is seeking a candidate to resolve priority incident tickets and service requests, contribute to incident analysis, change requests, and continuous service improvement.

Responsibilities include triaging high-priority tickets, logging incidents, documenting root causes, ensuring SLA adherence, executing change requests with rollback plans, and contributing to service improvement.

Qualifications

• Linux Admin required.

Responsibilities

• 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.

Skills

Linux Admin

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.

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: Linux Admin .

Experience: 3-5 Years.

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