ADMINISTRATOR L2
Wipro Limited Kochi
- Network Data Admin
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 |
| 1. | 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. |