ADMINISTRATOR L2
Role Overview
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.
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Areas of responsibility
Triaging and resolution of tickets-Perform initial triage and assist in response for priority incident tickets (P3 tickets) along with its documentation and following the defined SLA and escalation procedures.
Resolution of service Requests-Track and assist in resolution of software/hardware/network service requests, ensuring they are accurately logged, processed, and completed within defined timelines as per established procedures.
SLA Monitoring-Track and monitor SLA timelines for 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 basis types of incident tickets which are raised and resolved.
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Key Skills for This Role
Full Job Posting
Job Description
Role Purpose
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.
͏
Areas of responsibility
Triaging and resolution of tickets-Perform initial triage and assist in response for priority incident tickets (P3 tickets) along with its documentation and following the defined SLA and escalation procedures.
Resolution of service Requests-Track and assist in resolution of software/hardware/network service requests, ensuring they are accurately logged, processed, and completed within defined timelines as per established procedures.
SLA Monitoring-Track and monitor SLA timelines for 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 basis types of incident tickets which are raised and resolved.
About Wipro
Wipro is an Indian technology services and consulting company that helps organizations with digital transformation through offerings in cloud, cybersecurity, data and analytics, artificial intelligence, applications, and engineering.
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