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. Leveraging our holistic portfolio of capabilities in consulting design engineering and operations we help clients realize their boldest ambitions and build future-ready sustainable businesses. With over 230000 employees and business partners across 65 countries we deliver on the promise of helping our customers colleagues and communities thrive in an ever-changing world. For additional information visit us at .
Role Purpose
The purpose of this role is to resolve priority incident tickets and service requests while contributing to incident analysis change request preparation and continuous service improvement.
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Areas of responsibilityÂÂÂÂÂÂÂÂÂÂÂ
Triaging and resolution of tickets-Perform initial triage for high priority incident tickets (P2 tickets) which may have an impact across one or more processes and resolve priority incident (P3) tickets within defined SLAs.
Create log of incidents and Document observations and related root causes to support in evaluation of mitigation measures.
Resolution of service Requests-Fulfil software/hardware/network service requests within agreed timeline ensuring timely completion and adherence to SLAs while maintaining quality and accuracy in request handling.
SLA Monitoring-Monitor SLA timelines for entire lifecycle of high priority incident tickets (P2 tickets). 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 the incident tickets in adherence with the defined guidelines.
Present changes for approval with rollback plans in change approval meetings. Execute approved changes and document post-implementation outcomes.
Incident Analysis-Analyse nature of incidents to support root cause analysis and related service improvement plans.
Contribute towards development of mitigation action to reduce repeat incidents by identifying patterns of issues noted.
Mandatory Skills: Desktop Support.
Experience: 3-5 Years.
The expected compensation for this role ranges from $45000 to $121000 .
Final compensation will depend on various factors including your geographical location minimum wage obligations skills and relevant experience. Based on the position the role is also eligible for Wipros standard benefits including a full range of medical and dental benefits options disability insurance paid time off (inclusive of sick leave) other paid and unpaid leave options.
Applicants are advised that employment in some roles may be conditioned on successful completion of 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.
Reinvent your world. We are building a modern Wipro. We are an end-to-end digital transformation partner with the boldest ambitions. To realize them we need people inspired by reinvention. Of yourself your career and your skills. We want to see the constant evolution of our business and our industry. It has always been in our DNA - as the world around us changes so do we. Join a business powered by purpose and a place that empowers you to design your own reinvention.
Required Experience:
Unclear Seniority