ADMINISTRATOR L2
Wipro
Pune Division, Maharashtra, India1–3 yrs1h agovia LinkedIn
About the Role
The purpose of this role is to assist in the triage and documentation of priority incidents, support resolution of software and hardware service requests, and ensure SLA adherence by escalating delays when required.
Key Responsibilities
- Triaging and resolution of tickets:
- Perform initial triage and assist in response for priority incident tickets (P3 tickets).
- Assist in documentation of incident tickets.
- 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.
Requirements & Tech Stack
- Linux Admin
Qualifications
- Experience: 1-3 Years