IT Incident & Service Admin (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 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.