Job Description
Job Title:  Administrator L3
Req Id:  103756
City:  Pune
State/Province:  Maharashtra
Posting Start Date:  10/23/25
Wipro Limited (NYSE: WIT, BSE: 507685, NSE: WIPRO) is a leading technology services and consulting company focused on building innovative solutions that address clients’ most complex digital transformation needs. Leveraging our holistic portfolio of capabilities in consulting, design, engineering, and operations, we help clients realize their boldest ambitions and build future-ready, sustainable businesses. With over 230,000 employees and business partners across 65 countries, we deliver on the promise of helping our customers, colleagues, and communities thrive in an ever-changing world. For additional information, visit us at www.wipro.com.
Job Description: 

Job Description

 

JD for above JC

Roles and Responsibilities:

 

- Hands on experience in Atlassian Jira/Confluence and Jira Service Management (JSM) administration from users support requests and user experience point of view.

- Closely monitor the users support requests and find the improvement areas including automation opportunities.

- Reduce the time required to complete the users support requests.

- Streamlining the users on-boarding process including reducing the time to onboard and toil.

- Closely work with the team to improve the user experience and drive the initiative to do it including process improvements and automations/engineering.

- Automate statistics for Jira/Confluence and JSM usage including users, projects/spaces and their count and period of last activities etc.

- Setting the update the standards to implement the agile methodologies in context of workflows, issue types etc.

 

 

Skills required to do the role:

- Hands on experience on administrating Atlassian Jira/Confluence services and plugins/apps.

- Hands on experience in Jira and Jira Service Management project configurations.

- Experience in driving the initiatives to improve the Jira/Confluence user experience.

- Strong in working with users and understanding their pain points

- Strong communicating skills to work with team, users and stakeholder.

- Experience in automating the Jira/Confluence user support requests.

- Hands on experience in Python/Groovy/Java and REST API's or any other relevant technologies.

- Hands on experience on using Agile methodologies in jira.

 

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Do

  • Ensure timely response of all the tickets raised by the client end user
  • Service requests solutioning by maintaining quality parameters
  • Act as a custodian of client’s network/ server/ system/ storage/ platform/ infrastructure and other equipment’s to keep track of each of their proper functioning and upkeep
  • Keep a check on the number of tickets raised (dial home/ email/ chat/ IMS), ensuring right solutioning as per the defined resolution timeframe
  • Perform root cause analysis of the tickets raised and create an action plan to resolve the problem to ensure right client satisfaction
  • Provide an acceptance and immediate resolution to the high priority tickets/ service
  • Installing and configuring software/ hardware requirements based on service requests
  • 100% adherence to timeliness as per the priority of each issue, to manage client expectations and ensure zero escalations
  • Provide application/ user access as per client requirements and requests to ensure timely solutioning
  • Track all the tickets from acceptance to resolution stage as per the resolution time defined     by the customer
  • Maintain timely backup of important data/ logs and management resources to ensure the solution is of acceptable quality to maintain client satisfaction
  • Coordinate with on-site team for complex problem resolution and ensure timely client servicing
  • Review the log which Chat BOTS gather and ensure all the service requests/ issues are resolved in a timely manner

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Deliver

No Performance Parameter Measure
1.   100% adherence to SLA/ timelines
Multiple cases of red time 
Zero customer escalation
Client appreciation emails 

 

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Mandatory Skills: Jira Ops .

 

Experience: 3-5 Years .

 

Reinvent your world. We are building a modern Wipro. We are an end-to-end digital transformation partner with the boldest ambitions. To realize them, we need people inspired by reinvention. Of yourself, your career, and your skills. We want to see the constant evolution of our business and our industry. It has always been in our DNA - as the world around us changes, so do we. Join a business powered by purpose and a place that empowers you to design your own reinvention.
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