Senior IT Incident & SLA Lead (Cisco)

Wipro Technologies; Manila; On-site; PHP 600,000 - 1,000,000; Full time

Job summary

Wipro Limited in the Philippines is seeking an experienced IT incident handler to resolve high-priority tickets, monitor SLA compliance, and analyze system performance to drive mitigation actions.

The role collaborates with internal and external stakeholders to implement improvements, perform disaster recovery activities, and maintain knowledge bases for faster resolutions. Experience in Cisco Routing and Switching is mandatory.

Qualifications

• Cisco Routing and Switching expertise is required.
• Experience: 5-8 years in related roles.

Responsibilities

• Triaging and resolution of high-priority incident tickets (P2) with advanced troubleshooting and root-cause analysis.
• SLA monitoring and proactive escalation management.
• Analyze system performance data and coordinate capacity planning to improve efficiency.
• Suggest and implement system improvements in collaboration with technical teams.
• Perform disaster recovery activities and ensure compliance with security standards.
• Prepare and present performance updates in weekly/monthly service reviews; maintain stakeholder communication.
• Collaborate with team members to resolve open tickets and service requests.
• Contribute to updating SOPs and knowledge base for future resolutions.

Skills

Cisco Routing and Switching

Job description

Wipro Limited in the Philippines is seeking an experienced IT incident handler to resolve high-priority tickets, monitor SLA compliance, and analyze system performance to drive mitigation actions.

The role collaborates with internal and external stakeholders to implement improvements, perform disaster recovery activities, and maintain knowledge bases for faster resolutions. Experience in Cisco Routing and Switching is mandatory.