Job description

The Administrator - L3 (Network Implementation) at Wipro Limited is responsible for resolving, maintaining, and managing client software, hardware, and network systems based on service requests raised by end-users under defined Service Level Agreements (SLAs). The role functions as the custodian of client IT infrastructure, ensuring proper functioning, maintenance, and performance tracking of network, server, system, storage, and platform components. The position demands expertise in network implementation and hands-on experience with incident management systems, hardware/software installation, and configuration. The Administrator is expected to manage ticket workflows through various channels (dial home, email, chat, IMS), perform detailed root cause analyses, and implement corrective measures to achieve customer satisfaction and prevent recurring issues. The role requires 100% adherence to resolution timelines, application/user access provisioning, data backup management, and coordination with on-site teams for complex issue resolution. A key aspect of this position is reviewing ChatBOT logs to ensure timely service delivery and maintaining zero escalation metrics. Success in this role is measured by SLA compliance, prompt ticket resolution, and positive client feedback. The Administrator also contributes to continuous improvement by maintaining logs, documentation, and action plans aimed at enhancing operational efficiency and reliability. As part of Wipro’s digital transformation ecosystem, this role supports the delivery of future-ready solutions across diverse client infrastructures.