MicroStrategy

Wipro Ltd.; Hyderabad; On-site; INR 900,000 - 1,300,000; Full time

Benefits offered by this job

Health insurance

Training and development

Job summary

Wipro in Hyderabad, India seeks an experienced incident and service management professional to resolve high-priority P2 incidents, perform advanced troubleshooting, and ensure SLA compliance. You will analyze performance trends, support capacity planning, and collaborate with internal and external stakeholders to drive improvements.

You will triage tickets, contribute to disaster recovery exercises, update knowledge bases, and participate in service reviews to keep stakeholders informed and

Qualifications

• 5-8 years of experience in incident management or IT operations.
• Strong analytical and troubleshooting skills.
• Experience with service management and SLA metrics.

Responsibilities

• Triaging and resolution of high-priority incidents (P2) with advanced troubleshooting and root cause analysis.
• SLA monitoring and proactive escalation management for assigned tech areas.
• Analyze system performance data and support capacity planning to enhance efficiency.
• Create and evaluate mitigation measures with technical teams for tool/process improvements.
• Participate in disaster recovery activities and ensure security controls and drills.
• Provide updates in weekly/monthly reviews and communicate status to stakeholders.
• Collaborate with teammates to resolve tickets and service requests.
• Contribute to updating SOPs and knowledge articles for future resolutions.

Skills

Strategy Admin - MicroStrategy

Job description

The purpose of this role is to resolve high-priority incidents through advanced troubleshooting, ensure SLA compliance, analyse system performance trends, and create mitigation measures by collaborating with internal and external stakeholders.

Job description

Role Purpose

The purpose of this role is to resolve high-priority incidents through advanced troubleshooting, ensure SLA compliance, analyse system performance trends, and create mitigation measures by collaborating with internal and external stakeholders.

Areas of responsibility

• Triaging and resolution of tickets: Provide resolution to high priority incident (P2) tickets, performing advanced troubleshooting and root cause analysis to ensure timely closure.
• SLA Monitoring: Ensure SLA compliance for assigned technology areas and ensure proactive escalation management.
• Performance tuning and optimization: Analyse system performance data, coordinate findings on system behaviour, and support capacity planning initiatives to enhance overall system efficiency.
• Perform system Improvements: Create mitigation measures to evaluate new tools or improvements by collaborating with technical teams.
• Handling disaster recovery: Perform security assessments and recovery drills, and implement necessary controls to ensure compliance with established security standards.
• Reporting and stakeholder engagement: Participate in weekly and monthly service review meetings, provide updates on performance and issues, and support stakeholder communication to ensure transparency and service alignment.
• Team Management: Collaborate with team members to resolve open tickets and service requests.
• Knowledge base and continuous learning: Contribute to updating SOPs, knowledge articles and maintaining the knowledge repository for the purpose of future ticket resolution.

Mandatory Skills

Strategy Admin - MicroStrategy

Experience

5-8 Years

About 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.