ADMINISTRATOR L3

Wipro Ltd.; Redmond (UT); Vor Ort; USD 45.000 - 121.000; Vollzeit

Benefits dieser Stelle

Medical and dental benefits

Paid time off

Disability insurance

Leave options

Zusammenfassung

Wipro, a global technology company, is seeking an Incident Engineer to help resolve priority incident tickets and contribute to incident analysis and service improvement. The role emphasizes Cisco Routing and Switching expertise and 3–5 years of experience in a dynamic IT environment.

The position involves triage and resolution of high-priority issues, logging of incidents, SLA monitoring, change request execution with rollback plans, and collaboration during service reviews with clients and

Qualifikationen

• Cisco Routing and Switching experience required.
• 3-5 years of relevant experience.

Aufgaben

• Triaging and resolving high-priority incident tickets (P2) and processing P3 tickets within SLAs.
• Create logs of incidents and document observations and root causes to support mitigation.
• Resolve service requests within agreed timelines while ensuring quality and accuracy.
• Monitor SLA timelines across ticket lifecycles and escalate as needed in reviews with clients and teams.
• Create and present change requests with rollback plans; implement changes and document outcomes.
• Analyze incidents to support root cause analysis and related service improvement plans.
• Identify patterns to reduce repeat incidents and contribute to mitigation actions.

Kenntnisse

Cisco Routing and Switching

Jobbeschreibung

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: Cisco Routing and Switching

Experience: 3-5 Years

The expected compensation for this role ranges from $45,000 to $121,000 .

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), 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.

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