ADMINISTRATOR L3

Wipro; Maharashtra; On-site; INR 300,000 - 420,000; Full time

Job summary

Wipro in Maharashtra, India, is seeking an experienced IT support professional to resolve priority incidents and service requests, and contribute to incident analysis and service improvement. The role emphasizes timely triage, documentation, and adherence to SLAs within a dynamic IT enterprise environment.

The candidate should have 3-5 years of relevant experience in macOS desktop support, with a strong focus on incident management, change requests, and continual service improvement as part of a

Qualifications

• macOS Desktop Support experience.
• 3-5 years of experience.

Responsibilities

• Triaging and resolution of priority incident tickets (P2) and high-priority incidents.
• Document observations and root causes to support mitigation.
• Fulfil software/hardware/network service requests within SLA.
• Monitor SLA timelines for incident lifecycle and participate in service reviews.
• Create change requests with rollback plans and obtain approvals.
• Analyze incidents to support root cause analysis and service improvements.

Skills

macOS Desktop Support

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:

macOS Desktop Support.

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.