ADMINISTRATOR L3

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

Job summary

Wipro in Hyderabad is seeking an incident management specialist to resolve priority incident tickets (P2) and service requests while contributing to incident analysis and change request preparation. The role emphasizes adherence to SLAs, accurate documentation, and collaboration with cross-functional teams.

You will monitor SLA timelines, escalate as needed, create change requests with rollback plans, and support root cause analysis for service improvements.

Qualifications

• OpenShift

Responsibilities

• Triage high priority incident tickets (P2) and resolve priority incidents (P3) within SLAs.
• Document incidents, observations and related root causes for mitigation.
• Fulfil software/hardware/network service requests within defined timelines and SLAs.
• Monitor SLA timelines for the lifecycle of high priority incidents; escalate and participate in service reviews.
• Create change requests for incidents with rollback plans; present for approval and document outcomes.
• Analyse incidents to support root cause analysis and service improvement plans.
• Identify patterns to reduce repeat incidents.

Skills

OpenShift

Job description

Job Description

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

• 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.
• Fulfil software/hardware/network service requests within agreed timeline, ensuring timely completion and adherence to SLAs while maintaining quality and accuracy in request handling.
• 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.
• 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.
• 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

• OpenShift
• Experience: 3-5 Years

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