Administrator L3

Role overview

This position is responsible for handling priority incident tickets and service requests, while also supporting incident review, change request creation, and ongoing service enhancements. The role sits at Potential Band Alignment B2 and is focused on maintaining service stability, meeting SLA commitments, and improving recurring issue resolution.

Key responsibilities

• Carry out first-level assessment of high-priority P2 incident tickets, particularly those that can affect more than one process.
• Resolve P3 priority incidents within the defined service-level timelines.
• Maintain detailed incident records, including observations and likely root causes, to support mitigation evaluation.
• Process software, hardware, and network service requests within agreed turnaround times while preserving accuracy and quality.
• Track SLA timelines across the full lifecycle of P2 incidents and escalate when required.
• Take part in weekly or monthly service review discussions with clients and internal stakeholders.
• Prepare change requests based on incident priority and in line with the prescribed guidelines.
• Submit proposed changes for approval, including rollback planning in change approval forums.
• Implement approved changes and record the results after deployment.
• Study incident patterns to assist root cause analysis and contribute to service improvement initiatives.
• Help define mitigation actions that reduce repeat incidents.

Experience and technical profile

The role requires 3 to 5 years of experience and mandatory hands-on knowledge of WebSphere administration.

About the organization

Wipro describes itself as an end-to-end digital transformation partner focused on reinvention, continuous growth, and enabling people to shape their careers and skills in a modern business environment.