ADMINISTRATOR L3

Wipro; Mumbai; On-site; INR 800,000 - 1,400,000; Full time

Job summary

Wipro in Mumbai is seeking a skilled IT incident management professional to resolve priority incident tickets and service requests. You will contribute to incident analysis, change request preparation, and continuous service improvement while ensuring adherence to SLAs.

The role requires 3–5 years of experience, with expertise in WebSphere Administration and a strong focus on timely incident resolution and post-implementation reviews.

Qualifications

• 3–5 years of experience in IT incident management and service requests.
• Experience in triaging and resolving high priority incidents (P2) and P3 tickets.
• Knowledge of SLA monitoring and change management processes.

Responsibilities

• Triaging and resolution of tickets - perform initial triage for high priority incident tickets (P2) and resolve priority incident (P3) tickets within defined SLAs.
• Create log of incidents and document observations and root causes to support mitigation measures.
• Resolve service requests within agreed timelines, ensuring timely completion and adherence to SLAs while maintaining quality and accuracy in request handling.
• Monitor SLA timelines for incident tickets and escalate as needed; participate in weekly/monthly service review meetings with clients and internal teams.
• Create change requests per incident priority following defined guidelines; present changes for approval with rollback plans; document post-implementation outcomes.
• Analyze incidents to support root cause analysis and related service improvement plans; contribute to development of mitigation actions to reduce repeats.

Skills

WebSphere Admin

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.

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

• 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: WebSphere Admin .

Experience: 3-5 Years.

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