Senior IT Incident & Service Desk Administrator

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

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.