Administrator L3

Wipro•Redmond, WA

3d•Onsite

About The Position

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. This role involves performing initial triage for high priority incident tickets (P2 tickets) which may have an impact across one or more processes and resolving priority incident (P3) tickets within defined SLAs. It also includes fulfilling software/hardware/network service requests within agreed timelines, monitoring SLA timelines for the entire lifecycle of high priority incident tickets, creating change requests, and analyzing incidents to support root cause analysis and related service improvement plans. The role requires a systematic problem-solving approach, strong communication skills, a sense of ownership, and the drive to find solutions. Additionally, it involves working closely with the development team on maintaining the operational health of core compute services for API availability and low latency, managing and triaging tickets, driving prioritization and execution of work based on impact, and scaling systems sustainably through mechanisms such as easy-to-use tooling and automation. The role also focuses on evolving systems/products for better scalability, reliability, and development velocity, driving new runbooks to help reduce mean triage time of incidents, and prioritizing and automating high hit count runbooks, while practicing sustainable incident response and driving root cause analysis.

Requirements

Understanding of Linux operating systems and Linux system administration (SysAdmin roles).
Good understanding of Linux/Unix commands (Strong User).
Experience automating tasks with scripting languages such as Python, Bash, and JavaScript.
Systematic problem-solving approach, strong communication skills, a sense of ownership and drive solutions.
Deep understand of service metrics and alarms through the development of dashboards, service KPIs, alarming systems.
Experience working in an operational environment with mission critical tier one services with associated pager duty.
Software development experience focused on Services and Operational tools.
CI/CD process and software knowledge.
Operational toil mitigation and reduction.
Linux Admin.
3-5 Years Experience.

Responsibilities

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.
Fulfil software/hardware/network service requests within agreed timeline, ensuring timely completion and adherence to SLAs while maintaining quality and accuracy in request handling.
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.
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.
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.
Work closely with development team on maintaining operational health of core compute services for API availability and low latency.
Managing and triaging tickets.
Driving prioritization and execution of work based on impact.
Scale systems sustainably through mechanisms such as easy-to-use tooling and automation.
Work in concert with service developers to evolve systems/products for better scalability, reliability and development velocity.
Drives new runbooks to help reduce mean triage time of incidents.
Prioritize and automate high hit count runbooks.
Practice sustainable incident response and drive root cause analysis.