ADMINISTRATOR L3

Wipro Technologies; Manila; On-site; PHP 600,000 - 900,000; Full time

Job summary

Wipro Limited in the Philippines is seeking a skilled Incident Management specialist to resolve priority tickets, perform root-cause analysis, and drive service improvements while ensuring adherence to SLAs and quality standards.

The role requires experience with MS Dynamics CRM 2011-16, 3–5 years in IT support, strong communication, and the ability to document changes and coordinate with clients and internal teams across projects.

Qualifications

• MS Dynamics CRM 2011-16 Functional experience.
• 3–5 years of IT support or incident management experience.
• Strong communication and documentation skills.

Responsibilities

• Triaging and resolution of high priority incident tickets (P2) and priority incident (P3) tickets within defined SLAs.
• Create logs of incidents and document observations and root causes to support mitigation.
• Resolve software/hardware/network service requests within agreed timelines and SLAs.
• Monitor SLA timelines for the lifecycle of high priority incidents; escalate as needed and participate in reviews.
• Create change requests as per incident priority with rollback plans and present for approval.
• Analyze incidents to support root-cause analysis and service improvement plans.
• Identify patterns to reduce repeat incidents and enhance mitigation actions.

Skills

MS Dynamics CRM 2011-16 Functional

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: MS Dynamics CRM 2011-16 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.

We are an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, caste, creed, religion, gender, marital status, age, ethnic and national origin, gender identity, gender expression, sexual orientation, political orientation, disability status, protected veteran status, or any other characteristic protected by law.

Wipro is committed to creating an accessible, supportive, and inclusive workplace. Reasonable accommodation will be provided to all applicants including persons with disabilities, throughout the recruitment and selection process. Accommodations must be communicated in advance of the application, where possible, and will be reviewed on an individual basis. Wipro provides equal opportunities to all and values diversity.