Administrator L3(Contract)
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Job Summary
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.
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Areas of responsibilityÂÂÂÂÂÂÂÂÂÂÂ
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.
Required Experience:
Unclear Seniority
About Company
As a global leader, Wipro blends consulting and AI expertise across design, engineering and operations to accelerate business transformation and deliver future-ready technology.
