Administrator L1(Contract)

Wipro•Plano, TX

12h•Onsite

About The Position

Wipro Limited is seeking an Administrator L1 to provide L2 support for enterprise and mid-market client networks. This role involves troubleshooting and resolving incidents (P1-P4) within SLAs, performing deep-dive troubleshooting on routing, switching, VPN, and WAN issues, and supporting 24x7 operations. The position requires managing incidents through resolution, participating in Major Incident bridge calls, executing standard changes, and following ITIL v4 practices. The role also involves customer and vendor interaction, including communication during outages and coordination with vendors like Cisco TAC, Juniper JTAC, and VeloCloud support. Additionally, the Administrator L1 will be responsible for maintaining documentation such as diagrams, SOPs, and runbooks, contributing to Problem Management, and recommending improvements for automation and monitoring.

Requirements

3–7 years in network operations or MSP environment
Strong Cisco routing & switching experience
Working knowledge of Juniper
Basic SD-WAN (VeloCloud) experience
Experience with ServiceNow or similar tools
Understanding of TCP/IP, DNS, DHCP, OSPF, BGP, VPNs
Strong troubleshooting and analytical mindset
Ability to work under pressure
Clear communication skills
Team-oriented and mentoring capability
Network Data Admin

Responsibilities

Provide L2 support for enterprise and mid-market client networks
Troubleshoot and resolve incidents (P1–P4) within SLAs
Perform deep-dive troubleshooting on routing, switching, VPN, and WAN issues
Support 24x7 operations
Manage incidents through resolution (ServiceNow preferred)
Participate in Major Incident bridge calls
Execute standard changes and assist implementations
Follow ITIL v4 practices
Communicate with customers during outages
Coordinate with vendors (Cisco TAC, Juniper JTAC, VeloCloud support)
Provide timely status updates
Maintain diagrams, SOPs, and runbooks
Contribute to Problem Management
Recommend improvements for automation and monitoring
Assist in the initial triage and response of standard incident tickets (P5 and P4 tickets) along with its documentation and ensuring timely and accurate resolution as per defined procedures.
Monitor alerts and SLA timelines for entire lifecycle of a standard ticket (P5 and P4 tickets), track open tickets for standard incidents and submit reports for review of SLA adherence status.