Administrator L3

Job Description

The following outlines the key responsibilities and requirements for the role.

• Triaging and resolution of tickets:
  Perform initial triage for high priority incident tickets (P2) which may impact one or more processes and resolve priority incident (P3) tickets within defined SLAs. Create a log of incidents and document observations and related root causes to support evaluation of mitigation measures.
• Resolution of Service Requests:
  Fulfil software, hardware, and network service requests within agreed timelines, ensuring timely completion and adherence to SLAs while maintaining quality and accuracy in request handling.
• SLA Monitoring:
  Monitor SLA timelines for the entire lifecycle of high priority incident tickets (P2). 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 incident tickets in adherence with defined guidelines. Present changes for approval with rollback plans in change approval meetings. Execute approved changes and document post‑implementation outcomes.
• Incident Analysis:
  Analyse the nature of incidents to support root cause analysis and related service improvement plans. Contribute towards the development of mitigation actions to reduce repeat incidents by identifying patterns of issues noted.

• Mandatory Skill:
  Windows Server Administration
• Experience:
  
  3–5 years

The expected compensation for this role ranges from $45,000 to $121,000. Final compensation will depend on various factors, including 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, disability insurance, paid time off (inclusive of sick leave), and other paid and unpaid leave options.

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

Wipro provides equal employment opportunities to all employees and applicants for employment 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.