L2 Administrator – Incident & Service Request Management
Wipro · Hyderabad
Job description
About the role
The L2 Administrator will support the IT operations team by triaging priority incidents, documenting actions, and assisting in the resolution of software, hardware and network service requests. The role ensures that Service Level Agreements (SLAs) are met and escalates any potential breaches.
Key responsibilities
- Perform initial triage of priority (P3) incident tickets, document findings and follow defined escalation procedures.
- Track and assist in the resolution of software, hardware and network service requests, ensuring accurate logging and timely completion.
- Monitor SLA timelines for the full lifecycle of priority incidents and raise alerts for delays or breaches.
- Assist in creating and executing change requests related to incident resolution.
Required profile
- 1‑3 years of experience in IT incident management or service desk environments.
- Strong attention to detail and ability to follow documented processes.
Required skills
- Proficiency in PL/SQL.
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Published 1 month ago
Expires 1 week from now
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Wipro
Hyderabad