Major Incident Management

Role Overview: As a member of the team at Wipro Limited, your role is to resolve, maintain, and manage clients" software, hardware, and network based on the service requests raised by end-users. You will be responsible for ensuring timely response to all tickets raised, maintaining quality parameters in service requests solutioning, and acting as a custodian of clients" network, servers, systems, storage, platforms, and other equipment to ensure proper functioning and upkeep. Root cause analysis of raised tickets and creating action plans for resolution will be a key part of your role to ensure client satisfaction. Additionally, you will be installing and configuring software and hardware requirements, providing application/user access as per client requests, and coordinating with the on-site team for complex problem resolution. Key Responsibilities: - Ensure timely response to all tickets raised by end-users - Maintain quality parameters in service requests solutioning - Act as a custodian of clients" network, servers, systems, storage, platforms, and other equipment - Perform root cause analysis of raised tickets and create action plans for resolution - Provide immediate resolution to high priority tickets/services - Install and configure software/hardware requirements based on service requests - Adhere to timeliness as per the priority of each issue - Provide application/user access as per client requirements - Track all tickets from acceptance to resolution stage - Maintain timely backup of important data/logs and management resources - Coordinate with the on-site team for complex problem resolution - Review logs gathered by Chat BOTS and ensure timely resolution of service requests/issues Qualifications Required: - Mandatory Skills: Process Advisory - Experience: 3-5 Years Please note that there are no additional details about the company provided in the job description.,