Senior IT Incident & SLA Lead

Wipro Technologies; Minneapolis (MN); On-site; USD 60,000 - 135,000; Full time

Benefits offered by this job

Medical benefits

Dental benefits

Disability insurance

Paid time off

Job summary

Wipro Technologies is seeking a skilled IT Operations/Incident Management professional to resolve high-priority incidents, monitor SLAs, and analyze system performance. The role collaborates with multiple teams to implement mitigations and drive service improvements.

Responsibilities include triaging tickets, performing root-cause analysis, coordinating disaster recovery activities, and contributing to knowledge bases.

Qualifications

• 5-8 years of relevant experience in contact center administration.
• Knowledge of Cxone Contact Center Admin is preferred.

Responsibilities

• Triaging and resolving high-priority incident tickets (P2) with root-cause analysis.
• SLA monitoring to ensure timely and compliant service delivery.
• Analyse system performance data and coordinate capacity planning improvements.
• Implement mitigation measures by collaborating with technical teams.
• Conduct disaster recovery activities and security assessments as required.
• Prepare reports and participate in service review meetings with stakeholders.
• Collaborate with team members to resolve tickets and share knowledge bases.

Skills

Cxone Contact Center Admin

Job description

Wipro Technologies is seeking a skilled IT Operations/Incident Management professional to resolve high-priority incidents, monitor SLAs, and analyze system performance. The role collaborates with multiple teams to implement mitigations and drive service improvements.

Responsibilities include triaging tickets, performing root-cause analysis, coordinating disaster recovery activities, and contributing to knowledge bases.