Major Incident Management

The purpose of your role is to resolve, maintain, and manage clients" software/hardware/network based on the service requests raised from the end-user as per the defined SLAs, ensuring client satisfaction. You will ensure timely responses to all the tickets raised by the client end-users and provide solutions while maintaining quality parameters. As a custodian of clients" network/server/system/storage/platform/infrastructure and other equipment, you will monitor their proper functioning and upkeep. It is essential to keep track of the number of tickets raised through various channels and ensure the right solutions within the defined resolution timeframe. Root cause analysis of raised tickets should be performed, and action plans created to resolve problems and ensure client satisfaction. Immediate resolution of high-priority tickets/services is crucial. Installing and configuring software/hardware requirements based on service requests, ensuring 100% adherence to timeliness, managing client expectations, and zero escalations are key responsibilities. Providing application/user access as per client requirements, tracking tickets from acceptance to resolution stage, maintaining timely backups of important data/logs, and coordinating with on-site teams for complex problem resolution are part of your role. Reviewing logs gathered by Chat BOTS and ensuring timely resolution of service requests/issues is also essential. Performance Parameters: - 100% adherence to SLAs/timelines - Zero customer escalations - Client appreciation emails Mandatory Skills: Process Advisory Experience: 3-5 Years Join Wipro, a leading technology services and consulting company focused on building innovative solutions that address clients" most complex digital transformation needs. With over 230,000 employees and business partners across 65 countries, we are committed to helping our customers, colleagues, and communities thrive in an ever-changing world. Wipro is reinventing its business to be a modern end-to-end digital transformation partner with bold ambitions. We are looking for individuals inspired by reinvention, ready to evolve themselves, their careers, and their skills. At Wipro, you will have the opportunity to design your own reinvention, powered by purpose, and be part of a place that empowers you to realize your ambitions. Applications from people with disabilities are explicitly welcome.,