ADMINISTRATOR L3

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

Job summary

Wipro in Maharashtra is seeking a IT Incident and Request Management Specialist to handle triage, resolution of high priority incidents, and service requests in line with SLAs.

The role emphasizes documenting observations, performing incident analysis, and contributing to service improvement through change requests and root-cause evaluation.

Qualifications

• Mandatory Linux administration skills.
• 3-5 years of experience in incident management or IT support.

Responsibilities

• Triaging and resolving high priority incident tickets (P2) and P3 within SLAs.
• Create logs of incidents and document observations and root causes.
• Fulfil service requests for software/hardware/network within agreed timelines.
• Monitor SLA timelines across incident lifecycles and escalate as needed.
• Create change requests per incident priority and obtain approvals.
• Present changes with rollback plans in change approval meetings.
• Analyze incidents to support root cause analysis and improvements.
• Contribute to mitigation actions by identifying patterns to reduce repeats.

Skills

Linux Admin

Job description

Job description

• 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.

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.

Mandatory Skills

Mandatory Skills: Linux Admin .

Experience

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.