L3 Incident IT Administrator (MS Dynamics CRM)

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 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.