ADMINISTRATOR L3

Wipro Limited; Pune District; On-site; INR 500,000 - 750,000; Full time

Job summary

Wipro Limited in Pune is seeking a macOS Desktop Support specialist to resolve priority incident tickets and service requests while contributing to incident analysis and change management. You will monitor SLA timelines, document observations, and participate in continuous service improvement, with a focus on high-priority incidents (P2) and service requests across multiple processes.

Ideal candidates have 3-5 years of experience, a passion for reinvention, and the ability to present changes

Qualifications

• Experience in macOS Desktop Support and incident management.
• Familiar with SLA monitoring and service requests.
• 3-5 years of relevant experience in IT support.

Responsibilities

• Triaging and resolving high priority incident tickets (P2) and P3 tickets within SLAs.
• Create incident logs and document root causes to support mitigations.
• Handle software/hardware/network service requests within defined timelines.
• Monitor SLA timelines and participate in review meetings with clients and internal teams.
• Create change requests with rollback plans; present for approval.
• Analyze incidents to support root cause analysis and improvements.

Skills

macOS Desktop Support

Job description

Wipro Limited (NYSE: WIT, BSE: 507685, NSE: WIPRO) is a leading technology services and consulting company focused on building innovative solutions that address clients’ most complex digital transformation needs. Leveraging our holistic portfolio of capabilities in consulting, design, engineering, and operations, we help clients realize their boldest ambitions and build future-ready, sustainable businesses. With over 230,000 employees and business partners across 65 countries, we deliver on the promise of helping our customers, colleagues, and communities thrive in an ever-changing world. For additional information, visit us at www.wipro.com.

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: 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.