Network Engineer

Wipro; Mumbai; On-site; INR 600,000 - 1,000,000; Full time

Job summary

Wipro in Mumbai is seeking an IT Incident & Service Request Analyst to resolve priority tickets, perform triage, and support incident analysis and change requests.

You will monitor SLA timelines, document root causes, and contribute to service improvements by identifying patterns in issues.

Qualifications

• 3-5 years of experience in IT incident and service request management.
• Mandatory: Network Data Admin.
• Strong understanding of SLAs and change control processes.

Responsibilities

• Triaging and resolution of tickets with P2/P3 priorities within SLAs.
• Create logs of incidents and document root causes to support mitigations.
• Fulfil software/hardware/network service requests within agreed timelines.
• Monitor SLA timelines across incident lifecycles; escalate and review with teams.
• Create and present change requests with rollback plans; implement approved changes.
• Analyze incidents to support root cause analysis and service improvements.
• Identify patterns to reduce repeat incidents and drive mitigation actions.

Skills

Network Data Admin

Job description

Job Description:

Job description:

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: Network Data Admin .

Experience: 3-5 Years .

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