Administrator L3(Contract)

Wipro • Redmond, WA

4d

About The Position

The Administrator L3 resolves priority incident tickets and service requests while contributing to incident analysis, change request preparation, and continuous service improvement. The role includes triaging high-priority incidents, resolving priority incidents within defined SLAs, fulfilling software, hardware, and network service requests, monitoring SLA timelines, executing approved changes, and supporting root cause analysis and mitigation planning.

Requirements

• 3–5 years of experience.
• Mandatory skill: Cisco Routing and Switching.

Responsibilities

• Perform initial triage of high-priority P2 incident tickets that may affect one or more processes.
• Resolve priority P3 incident tickets within defined SLAs.
• Create incident logs and document observations and related root causes to support evaluation of mitigation measures.
• Fulfil software, hardware, and network service requests within agreed timelines and SLAs, maintaining quality and accuracy.
• Monitor SLA timelines throughout the lifecycle of high-priority P2 incident tickets, escalate as needed, and participate in weekly or monthly service review meetings with clients and internal teams.
• Create change requests based on incident priority and defined guidelines; present changes and rollback plans for approval; execute approved changes and document post-implementation outcomes.
• Analyze incidents to support root cause analysis and service improvement plans.
• Help develop mitigation actions to reduce repeat incidents by identifying patterns in reported issues.

Benefits

• Medical benefits options
• Dental benefits options
• Disability insurance
• Paid time off, inclusive of sick leave
• Other paid and unpaid leave options

What This Job Offers

• Career Level: Mid Level
• Education Level: No Education Listed