ADMINISTRATOR L2

Job Description

Existing Wipro Role:

Administrator L2

Potential Band Alignment:

B1

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.

Deliver

No

Performance Parameter

Measure

100% adherence to SLA/ timelines
Multiple cases of red time
Zero customer escalation
Client appreciation emails

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.