About the Role:

Wipro is seeking an Administrator - L2 to join its technology services and consulting team in Hyderabad. This role focuses on resolving, maintaining, and managing client software, hardware, or network systems in accordance with service requests raised by end users. You’ll be the custodian of client networks, servers, systems, and platforms, ensuring all equipment operates smoothly and efficiently.

Key Responsibilities:

• Respond promptly to tickets raised by client end-users via dial, home, email, chat, or IMS.
• Provide solutions to service requests, maintaining high quality standards.
• Monitor and manage the health and functioning of network, server, system, storage, platform, and infrastructure components.
• Analyze and resolve problems, performing root cause analysis to prevent future escalations.
• Handle high-priority tickets with immediate acceptance and resolution.
• Install and configure software/hardware per service request requirements.
• Maintain data, logs, and resources, performing regular backup to safeguard important client information.
• Track ticket progress from acceptance to resolution within defined SLA timeframes.
• Provide or modify application/user access as required by clients.
• Coordinate with on-site teams for complex issue resolution and liaise to deliver timely service.
• Review and act on logs gathered by Chat Bots and ensure all service requests are closed to client satisfaction.

Key Technical Skills:

WebLogic Admin, Problem Resolution, SLA Management, Network Management, Server Troubleshooting, Hardware Installation, Software Configuration, Root Cause Analysis, Ticketing Tools, Data Backup

Requirements:

• 1-3 years experience in IT administration or support roles
• Strong hands-on experience as a WebLogic Admin (mandatory)
• Proficiency in ticketing and monitoring tools
• Ability to perform installations, configurations, and maintenance of hardware/software
• Good problem-solving and analytical skills
• Attention to detail in responding and resolving service tickets
• Effective communicator able to coordinate with different teams
• Adherence to service timelines and client satisfaction targets

The role requires 100% adherence to SLA/timelines, aiming for zero customer escalations and regular client appreciation.