Administrator L3

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 230,000 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 www.wipro.com.

Job Description

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 responsibility          Â

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."

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Field Services Lead/ Senior FS Engineer SPOC:

Core Responsibilities

1. Operational Oversight

Field Services Leads are responsible for managing day-to-day IT support operations across multiple sites:

• Oversee desktop support, network troubleshooting, and end-user device staging/kitting
• Ensure ticket resolution meets SLA targets and updates are properly documented

2. Team & Vendor Management

• Lead multi-region EUC and FS teams, including onboarding, performance validation, and escalation handling
• Manage relationships with vendors, partners, and internal support teams

3. Customer & Stakeholder Engagement

• Act as the face of IT for customer sites, ensuring satisfaction and proactive communication
• Collaborate with stakeholders to align service delivery with business needs

Governance & Compliance

4. Delivery Governance

• Own delivery governance to ensure SLA adherence and timely resolution of incidents
• Perform ticket analysis to identify trends, repetitive issues, and priority areas

5. Asset & Inventory Management

• Coordinate with HAM teams to ensure accurate CMDB updates and asset lifecycle tracking

6. Process Optimization

• Drive automation and standardization of onboarding/offboarding workflows using ServiceNow
• Implement catalog-driven request flows and enforce compliance through training and governance

Skills & Qualifications

Skill Area

Description

Technical Expertise

Hands-on experience with Office tools, device staging, troubleshooting, and ITSM platforms.

Leadership

Proven ability to manage teams across locations and drive performance improvements.

Communication

Strong oral and written communication skills to engage with all levels of the organization.

Analytical Thinking

Ability to perform RCA, trend analysis, and report on operational metrics.

Customer Focus

Demonstrated success in managing customer satisfaction and service quality.

Governance

Experience in SLA management, escalation handling, and delivery governance.

Strategic Contributions

• Participate in business case preparation, KPI reviews, and service improvement initiatives
• Support digital transformation, automation, and IT security efforts across field operations

Mandatory Skills: Desktop Support .Experience: 3-5 Years .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.