ADMINISTRATOR L3

Wipro Technologies; Minneapolis (MN); On-site; USD 45,000 - 110,000; Full time

Benefits offered by this job

Medical and dental benefits

Disability insurance

Paid time off

Unpaid leave options

Job summary

Wipro Limited is seeking an incident management professional in Minneapolis to resolve priority tickets and support continuous service improvement. You will triage, analyze, and address P2/P3 incidents, manage change requests, and collaborate with clients and internal teams to meet SLAs while documenting outcomes.

The role emphasizes root-cause analysis, mitigation planning, and reducing repeat incidents, with a comprehensive benefits package and a commitment to equal opportunity.

Qualifications

• Experience with AI cognitive systems and incident management workflows.
• Ability to triage high-priority incidents and plan remediation.
• Strong analytical skills for root-cause and trend analysis.

Responsibilities

• Triage high-priority incidents (P2) and resolve P3 incidents within SLAs.
• Document observations and root causes to support mitigation measures.
• Fulfil software/hardware/network service requests within defined SLAs.
• Monitor SLA timelines and escalate; participate in client and internal reviews.
• Create change requests with rollback plans and obtain approvals.
• Execute approved changes and document post-implementation outcomes.
• Analyze incidents to support root-cause analysis and service improvements.
• Identify patterns to reduce repeat incidents.

Skills

AI Cognitive experience

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

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

• 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.
• Document observations and related root causes, to support in evaluation of mitigation measures.
• Fulfil software/hardware/network service requests within agreed timeline, ensuring timely completion and adherence to SLAs while maintaining quality and accuracy in request handling.
• 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.
• 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.
• 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 and Compensation

AI Cognitive experience 3-5 years. The expected compensation for this role ranges from $45,000 to $110,000. Final compensation will depend on various factors, including your geographical location, minimum wage obligations, skills, and relevant experience. Based on the position, the role is also eligible for Wipro’s standard benefits including a full range of medical and dental benefits options, disability insurance, paid time off (inclusive of sick leave), and other paid and unpaid leave options. Applicants are advised that employment in some roles may be conditioned on successful completion of a post-offer drug screening, subject to applicable state law.

Wipro provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws. Applications from veterans and people with disabilities are explicitly welcome.

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.

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