L1 Incident & SLA Admin for High-Priority Support

Wipro; México; On-site; MXN 600,000 - 800,000; Full time

Job summary

Wipro is seeking a seasoned IT incident management professional to resolve high-priority incidents through advanced troubleshooting, monitor SLA compliance, and analyze system performance trends. The role involves coordinating disaster recovery activities and contributing to knowledge base improvements.

You will collaborate with internal and external stakeholders, participate in regular service reviews, and support capacity planning to enhance overall efficiency and reliability.

Qualifications

• Mandatory skills: Network Voice Admin.
• Experience: 5-8 years.
• Reinvent your world. We are building a modern Wipro, a digital transformation partner with bold ambitions.

Responsibilities

• Triaging and resolution of tickets - Provide resolution to high priority incidents (P2) through advanced troubleshooting and root cause analysis.
• SLA Monitoring - Ensure SLA compliance for assigned technology areas and proactive escalation management.
• Performance tuning and optimization - Analyze system performance data and support capacity planning to improve efficiency.
• Perform system improvements - Create mitigation measures and evaluate new tools in collaboration with technical teams.
• Handling disaster recovery - Conduct security assessments and recovery drills, and enforce controls for security standards.
• Reporting and stakeholder engagement - Participate in service reviews and provide updates on performance and issues.
• Team management - Collaborate with team members to resolve open tickets and service requests.
• Knowledge base and continuous learning - Update SOPs and knowledge articles for future ticket resolution.

Skills

Network Voice Admin

Job description

Wipro is seeking a seasoned IT incident management professional to resolve high-priority incidents through advanced troubleshooting, monitor SLA compliance, and analyze system performance trends. The role involves coordinating disaster recovery activities and contributing to knowledge base improvements.

You will collaborate with internal and external stakeholders, participate in regular service reviews, and support capacity planning to enhance overall efficiency and reliability.