IT Incident & Change Coordinator (Cisco)

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

Benefits offered by this job

Medical and dental benefits

Disability insurance

Paid time off

Other leave options

Job summary

Wipro Limited is seeking a role focused on resolving priority incident tickets and service requests while contributing to incident analysis and service improvement. The position emphasizes triage, incident logging, and root-cause determination within defined SLAs.

Responsibilities include incident and change management, monitoring SLA timelines, and collaboration with clients and internal teams to ensure quality outcomes.

Qualifications

• Cisco Routing and Switching; 3–5 years of experience.

Responsibilities

• Triaging and resolution of tickets—perform initial triage for high priority incident tickets (P2) with cross-process impact and resolve priority incident (P3) tickets within defined SLAs.
• Create log of incidents and document observations and root causes to support mitigation measures.
• Resolution of service requests—fulfil software/hardware/network service requests within agreed timelines while meeting SLAs.
• SLA monitoring—monitor SLA timelines for high priority incident tickets and escalate as needed.
• Change request execution—create change requests per incident priority with rollback plans, execute approved changes and document outcomes.
• Incident analysis—analyze incidents to support root cause analysis and service improvement plans.
• Contribute to mitigation actions to reduce repeat incidents by identifying patterns.

Skills

Cisco Routing and Switching

Job description

Wipro Limited is seeking a role focused on resolving priority incident tickets and service requests while contributing to incident analysis and service improvement. The position emphasizes triage, incident logging, and root-cause determination within defined SLAs.

Responsibilities include incident and change management, monitoring SLA timelines, and collaboration with clients and internal teams to ensure quality outcomes.