AV/VC Engineer

Wipro

Role Purpose

• Assist in the triage and documentation of priority incidents.
• Support resolution of software and hardware service requests.
• Ensure SLA adherence by escalating delays when required.

Areas of Responsibility

• Triaging and resolution of tickets:
• Perform initial triage and assist in response for priority incident tickets (P3 tickets).
• Document incidents and follow defined SLA and escalation procedures.
• Resolution of service Requests:
• Track and assist in resolution of software/hardware/network service requests.
• Ensure requests are accurately logged, processed, and completed within defined timelines.
• SLA Monitoring:
• Track and monitor SLA timelines for the entire lifecycle of priority incident tickets (P3 tickets).
• Escalate to higher levels for delays or potential SLA breaches.
• Change request execution:
• Assist in creation of change requests based on the types of incident tickets raised and resolved.

Mandatory Skills

• Audio Video