ADMINISTRATOR L3

Wipro; Maharashtra; On-site; INR 600,000 - 1,000,000; Full time

Job summary

Wipro in Maharashtra is seeking an experienced incident management specialist to resolve priority tickets, perform initial triage, and document root causes for mitigation. The role emphasizes adherence to SLAs, accurate logging, and timely service requests closure.

You will contribute to incident analysis, change request preparation, and service improvement plans, presenting changes in approval meetings and ensuring post-implementation outcomes stay aligned with client expectations.

Qualifications

• 3-5 years of experience in incident management or IT service operations.
• Experience with incident triage, root cause analysis, and escalation processes.

Responsibilities

• Triaging and resolution of high priority incident tickets and service requests within defined SLAs.
• Documenting incident observations and root causes to support mitigation measures.
• Monitor SLA timelines across ticket lifecycles and participate in service reviews.
• Create change requests per incident priority and present for approval with rollback plans.
• Analyze incidents to support root cause analysis and service improvement plans.
• Identify patterns to reduce repeat incidents and contribute to mitigation actions.

Skills

OpenShift

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.\"

Required skills

• Mandatory Skills: OpenShift.
• Experience: 3-5 Years.

Why join us

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.