ADMINISTRATOR L3(CONTRACT)

Wipro; Redmond (WA); On-site; USD 45,000 - 121,000; Full time

Benefits offered by this job

Medical & Dental

Disability Insurance

Paid Time Off

Job summary

Wipro Limited in Redmond, WA, seeks an Incident Management professional to resolve priority tickets, monitor SLAs, and drive change requests and service improvements. You will perform triage, document root causes, and coordinate with clients and internal teams to minimize downtime.

The role requires Cisco Routing and Switching experience (3–5 years) and offers a comprehensive benefits package, competitive salary, and opportunities to contribute across diverse client environments.

Qualifications

• Cisco Routing and Switching experience (3–5 years).
• Ability to triage and resolve high priority incidents.
• Familiarity with SLA monitoring and change management.

Responsibilities

• Triaging and resolution of priority incident tickets (P2) across processes with defined SLAs.
• Create logs of incidents and document observations and root causes for mitigation evaluation.
• Resolve service requests (software/hardware/network) within agreed timelines and SLA commitments.
• Monitor SLA timelines for high priority incidents and escalate as needed; participate in reviews with clients and internal teams.
• Create change requests per incident priority; present changes with rollback plans and execute approved changes.
• Conduct incident analysis to support root cause analysis and service improvement plans.
• Identify patterns of issues to contribute to long-term mitigation and reduction of repeats.

Skills

Cisco Routing and Switching

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

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 .

• 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.

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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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