L2 Technical Support

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.

• Provide Level 2 support for issues raised by Level 1.
• Deliver outstanding customer service by addressing queries promptly and effectively.
• Resolve issues in accordance with defined SLAs, ensuring accuracy and timeliness.
• Triage high‑priority tickets and collaborate with Level 3 and Level 4 teams for resolution.
• Maintain runbook for the new SLAs (temporary and permanent changes).
• Monitor email queues, ensuring timely responses and escalation when required.
• Maintain detailed documentation of issues, resolutions, and escalations.
• Provide on‑call support during non‑working hours.

• Azure skills with hands‑on database experience.
• Strong customer‑service orientation with problem‑solving ability.
• Experience in incident management and ticketing systems.
• Ability to work collaboratively with technical teams and appropriately prioritize issues.
• Demonstrated ability to manage multiple tasks and prioritize effectively.

• Excellent people management and operational skills.
• Ability to interact with all levels of the customer and IT provider organization.
• Good presentation skills.
• Effective communication skills.
• Reasonable technical understanding and ability to translate technical requirements and specifications into easily understood business issues.
• ITIL Foundation Level training or knowledge required; preferred ITIL SO intermediate certification.
• 5‑8 years of experience in IT Service Management.

The expected compensation for this role ranges from $45,000.00 to $. Final compensation will depend on geographical location, minimum wage obligations, skills, and relevant experience. 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 (including sick leave), and other paid and unpaid leave options.

Applicants may be required to undergo a post‑offer drug screening subject to applicable state law.

Wipro provides equal employment opportunities to all employees and applicants and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws. Applications from veterans and people with disabilities are explicitly welcome.

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.