Administrator – L3 Job at Wipro | IT Infrastructure Support & Ticket Management Role in Bengaluru 2025
Administrator – L3 at Wipro | IT Infrastructure & Support Services Role in Bengaluru 2025
Job Title: Administrator – L3
Location: Bengaluru, Karnataka, India
Requisition ID: 43438
Company: Wipro Limited
Employment Type: Full-Time
Category: IT Infrastructure Management & Technical Support
🌐 About Wipro
Wipro Limited (NYSE: WIT, BSE: 507685, NSE: WIPRO) is a globally renowned technology services and consulting company, empowering clients across industries to navigate their most pressing digital transformation challenges. With over 230,000 professionals across 65 countries, Wipro’s comprehensive capabilities in consulting, design, engineering, cybersecurity, operations, and IT infrastructure enable clients to accelerate growth, efficiency, and resilience.
At Wipro, we are committed to purpose-driven progress, championing innovation, sustainability, and reinvention—of business, technology, and people.
🎯 Role Overview: Administrator – L3
The Administrator – L3 at Wipro plays a critical role in managing and supporting the client’s IT infrastructure, ensuring efficient service request resolutions, infrastructure stability, and end-user satisfaction.
As a mid-senior level IT administrator, you’ll be responsible for resolving, monitoring, and maintaining hardware, software, network, and platform environments. The position demands technical acumen, ticketing expertise, SLA awareness, and strong communication skills, as you’ll be the frontline responder and problem-solver for service desk operations.
🛠️ Key Responsibilities
🧩 1. Service Request Resolution
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Respond promptly to service tickets raised by client end-users via channels like email, phone, chat, and incident management systems (IMS).
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Analyze issues related to software, hardware, network, access rights, and system performance, and provide accurate resolutions.
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Ensure 100% compliance with SLA timelines for response, diagnosis, and resolution.
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Handle high-priority incidents and provide immediate solutions or initiate escalation protocols to mitigate downtime.
🔧 2. Technical Troubleshooting & RCA
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Investigate recurring or complex issues using root cause analysis (RCA) methodologies and develop permanent corrective actions.
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Collaborate with L4 support and on-site teams to resolve infrastructure challenges or specialized system failures.
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Maintain records of issues and resolutions to contribute to a centralized knowledge base for future reference.
🖥️ 3. Hardware & Software Maintenance
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Install, configure, and maintain end-user systems, operating systems, and software based on service requests and project scope.
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Ensure functional availability of servers, storage devices, platforms, and other equipment under your scope.
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Regularly monitor systems for performance bottlenecks, alerts, and error logs to ensure preemptive maintenance and reduce reactive support incidents.
🔒 4. User Access & System Configuration
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Manage application and system access provisioning based on defined access control policies and client requests.
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Process access approvals, role assignments, and authentication setup in alignment with IT governance and compliance standards.
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Record and track all access modifications to maintain audit trails and security integrity.
💽 5. Backup & Data Protection
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Perform timely data and log backups as per project protocols.
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Validate backup success, check storage capacity, and ensure data recovery mechanisms are tested and operational.
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Support recovery efforts during system outages or data loss incidents to ensure minimal disruption.
📊 6. Ticket Tracking & SLA Compliance
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Track each service ticket from initiation to closure, maintaining visibility on resolution stages.
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Monitor SLA performance, reduce red time occurrences, and ensure zero customer escalations by adhering to resolution frameworks.
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Maintain accurate documentation of all resolved cases, pending escalations, and client communication logs.
🤝 Client Engagement & Communication
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Maintain a client-first approach in all interactions, providing courteous and solution-oriented support.
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Share timely updates on ticket status, delays, expected resolution time, and final outcomes.
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Use client feedback to improve response quality, service efficiency, and process transparency.
📊 Performance Metrics
Deliverable | Key Performance Indicators (KPIs) |
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Ticket Handling | SLA compliance rate, first-time resolution, red time reduction |
System Uptime | Downtime frequency, maintenance success, error resolution |
Root Cause Resolution | Recurrence rate, RCA accuracy, solution documentation |
Client Satisfaction | Feedback score, appreciation emails, absence of escalations |
Access Management | Accuracy of role assignment, compliance audit success |
Backup & Recovery | Backup success rate, data restoration turnaround time |
🧠 Required Skills & Qualifications
✅ Technical Proficiency
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Strong hands-on knowledge of IT infrastructure operations, including system administration, desktop support, and server maintenance.
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Familiarity with tools like Active Directory, SCCM, ServiceNow, BMC Remedy, or any leading ticketing systems.
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Basic experience with network troubleshooting, firewall rules, LAN/WAN support.
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Experience in software deployment, hardware configuration, and patch management.
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Basic scripting knowledge (PowerShell, Shell scripts) is desirable.
✅ Behavioral Competencies
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Exceptional communication and documentation skills
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Problem-solving and analytical thinking
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Ability to manage priorities under pressure
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Strong customer service orientation
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Time management and adaptability across multiple tasks
🧭 Why Join Wipro as an Administrator – L3?
🚀 Global Projects & Innovation
You’ll support infrastructure that powers mission-critical platforms for global enterprises—impacting industries like finance, manufacturing, healthcare, and government.
📚 Learning & Development
Wipro offers world-class training programs, certifications, and upskilling platforms to advance your expertise in cloud, cybersecurity, DevOps, and IT operations.
🤝 Inclusive Culture
Be part of a diverse team of professionals committed to collaboration, respect, and shared success. Wipro fosters an environment where innovation and individual growth thrive.
🔄 Career Mobility
From L3 support to leadership or engineering roles, Wipro encourages cross-functional career mobility through mentorship, rotations, and internal job postings.
💼 Compensation & Benefits
Wipro offers a comprehensive compensation and benefits package, including:
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🏥 Health insurance for employees and dependents
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🎓 Learning reimbursement for certifications
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📈 Performance-based bonuses and retirement plans
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🏖️ Paid time off, wellness days, and holidays
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🌍 Global mobility programs and project opportunities
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💼 Flexible work arrangements (project-dependent)
🌈 Diversity, Equity & Inclusion
Wipro is a proud equal opportunity employer, welcoming talent from all walks of life. We encourage applications from:
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People with disabilities
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LGBTQIA+ individuals
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Women professionals
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Veterans
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Underrepresented communities
We are committed to building a safe, respectful, and empowering workplace where everyone can thrive.
📍 Work Location
City: Bengaluru
State: Karnataka
Country: India
Work Mode: Hybrid/Onsite based on project allocation
📩 How to Apply
Interested candidates can apply via:
🔗 Wipro Careers Portal
🔍 Search using Requisition ID: 43438
📄 Submit your resume and fill out the application form
✔ Ensure your resume includes experience in IT administration, ticket handling, access control, system configuration, and client engagement