Role Summary
Wipro Limited is hiring an Administrator L3 - ServiceNow CMDB for its infrastructure services operations in Kochi, Kerala. In this L3 incident and platform administration role, you will triage and resolve high-priority incident tickets (P2/P3), fulfill complex software/hardware/network service requests, manage ServiceNow CMDB configurations, and maintain strictly defined SLA timelines. You will also design change requests with rollback strategies, perform root cause analysis (RCA), and implement continuous service improvement (CSI) measures to minimize repeat incidents.
Key Responsibilities
- Incident Triaging & Resolution: Perform initial triage for high-priority P2 incidents, resolve P3 tickets within SLAs, maintain incident logs, and document root causes to support mitigation strategies.
- Service Request Fulfillment & SLA Monitoring: Process software, hardware, and network service requests promptly while monitoring the entire lifecycle of priority tickets and escalating potential SLA breaches.
- Change Request Execution: Create change requests aligned with incident priorities, present rollout/rollback plans in Change Advisory Board (CAB) meetings, execute approved changes, and document post-implementation reviews.
- Incident Analysis & Service Improvement: Analyze incident patterns to identify recurring issues, contribute to root cause analysis, and assist in developing preventive action plans to improve overall system reliability.
Key Qualifications
- Education: Bachelor's degree in Computer Science, Information Technology, or a related field.
- Experience: 3–5 years of relevant hands-on experience in ServiceNow administration and L3 technical support environments.
- Mandatory Technical Stack: ServiceNow CMDB Administration, ServiceNow ITSM, ticket triaging, incident lifecycle management, and SLA tracking.
- Preferred Technical Exposure: ITIL processes, Change Advisory Board (CAB) presentations, root cause analysis methodologies, and IT service desk tools.
About Wipro Limited
Wipro Limited (NYSE: WIT, BSE: 507685, NSE: WIPRO) is a leading global technology services and consulting company focused on building innovative solutions to address complex digital transformation needs.