ADMINISTRATOR L3

Wipro Philippines Inc.; Manila; On-site; PHP 400,000 - 500,000; Full time

Job summary

Wipro Philippines Inc. in Manila is seeking an Administrator L3 to triage and resolve high-priority incidents, fulfill service requests, and monitor SLAs. The role emphasizes MS Dynamics CRM expertise and incident analysis within a global technology services context.

You will work with cross-functional teams to implement changes, document outcomes, and contribute to service improvement in a client-facing environment. This is an on-site role based in Manila.

Qualifications

• Experience: 3-5 years in IT service management or support.

Responsibilities

• Triaging and resolution of tickets - Perform initial triage for high priority incident tickets (P2) and resolve P3 tickets within SLAs.
• Resolution of service requests - Fulfil software/hardware/network service requests within agreed timelines and SLAs.
• SLA monitoring - Monitor SLA timelines for the lifecycle of high priority incidents; escalate as needed and participate in reviews.
• Change request execution - Create and present change requests with rollback plans; implement approved changes and document outcomes.
• Incident analysis - Analyze incidents to support root cause analysis and mitigation plans; contribute to reducing repeat incidents.

Skills

MS Dynamics CRM

Job description

Job Title:ADMINISTRATOR L3

City:Manila

State/Province:Manila

Posting Start Date:10/1/26

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.

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: MS Dynamics CRM 20 1-16 Functional. 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.