Ticketing Systems Jobs in Mysore

Job Title: Service Desk Analyst - L1 Location: Mysore, India Company: Wipro Limited About Wipro: Wipro Limited is a global leader in technology services and consulting, delivering innovative solutions that address complex digital transformation challenges. With over 230,000 employees worldwide, we empower clients to achieve their boldest ambitions and build future-ready, sustainable businesses. Role Purpose: As the first point of contact for B2B users, the Service Desk Analyst - L1 is responsible for troubleshooting end-user issues in alignment with Wipro s Service Desk objectives, ensuring prompt resolution and excellent customer service. Key Responsibilities: User Support & Customer Service: Respond promptly to queries received via calls, portal, emails, and chats. Develop familiarity with clients applications and processes. Understand fundamental operations of commonly used software, hardware, and other equipment. Follow standard service desk procedures to accurately log all tickets using the defined tracking tools. Maintain scorecards in line with Statement of Work (SoW) parameters such as Turnaround Time (TAT), Service Level Agreements (SLA), and ticket volume. Manage all queries effectively or escalate unresolved issues according to helpdesk policies. MIS & Resolution Log Management: Record incidents, problems, and resolutions systematically in logs. Follow up with users to provide updates and maintain communication. Relay feedback, suggestions, or escalations to appropriate internal teams. Identify opportunities for process and procedure improvements. Performance Metrics: Parameter Service Desk Delivery Measure Adherence to TAT, SLA per SoW, minimal escalations, customer satisfaction Parameter Personal Measure Attendance, proper documentation Mandatory Skills: Experience with TIS Service Desk tools and processes. Join a purpose-driven, innovative organization that fosters reinvention at every level. At Wipro, you can grow your career, work with cutting-edge technology, and be part of an inclusive culture that values diversity. We welcome applications from candidates of all backgrounds, including persons with disabilities.

Job Title: Lead Administrator - L1 Location: Mysore, India Company: Wipro Limited About Wipro: Wipro Limited is a global leader in technology services and consulting, focused on delivering innovative solutions that address clients most complex digital transformation needs. With over 230,000 employees and partners across 65 countries, we empower clients to realize their boldest ambitions and build sustainable, future-ready businesses. Role Purpose: This role provides significant technical expertise in architecture planning and design within the designated tower (platform, database, middleware, backup, etc.) and manages its day-to-day operations. Key Responsibilities: Support architecture planning, migration, and installation for new projects in your assigned tower (platform/database/middleware/backup). Lead structural and architectural design to create scalable, extensible solutions based on system requirements. Conduct technology capacity planning to meet current and future demands. Leverage new technology features to ensure smooth operation of databases, applications, and platforms. Strategize and implement disaster recovery and backup/recovery plans. Manage daily tower operations, troubleshoot issues, conduct root cause analysis (RCA), and implement fixes. Plan and manage upgrades, migrations, maintenance, backup, installation, and configuration activities. Review tower technical performance and implement improvements for efficiency and reliability. Develop shift rosters to ensure continuous tower coverage without disruption. Create and maintain SOPs, Data Responsibility Matrices, operations manuals, test plans, and architecture guidance. Provide weekly status reports on database activities, progress, updates, and next steps to client leadership and internal stakeholders. Utilize automation and other technologies to develop Service Improvement Plans (SIPs) for enhanced efficiency and effectiveness. Team Management: Resourcing Forecast and hire talent based on current and future business needs. Train direct reports in recruitment and selection best practices. Talent Management Ensure onboarding and training compliance to enhance team capability. Build a talent pipeline of high-potential employees and support their career growth. Promote diversity in leadership roles. Performance Management Set clear goals and conduct timely reviews, appraisals, and provide constructive feedback. Encourage team participation in organizational programs like Performance Nxt. Employee Satisfaction and Engagement Lead initiatives to boost team engagement and satisfaction. Track team satisfaction scores and identify improvement opportunities. Assign challenging projects to foster growth and enrichment. Recognize and appreciate employee contributions. Deliverables: No Performance Parameter Measure 1 Operations of the Tower SLA adherence, knowledge management, CSAT, risk identification and mitigation 2 New Projects Timely delivery, no unauthorized changes, no formal escalations Be part of a modern, purpose-driven organization that values reinvention. Wipro empowers you to take charge of your career, contribute to innovative projects, and thrive in an inclusive environment. We welcome applications from candidates of all backgrounds, including persons with disabilities.

Job Title: Asset and Configuration Coordinator - L2 Location: Mysore, India Company: Wipro Limited About Wipro: Wipro Limited is a global leader in technology services and consulting, focused on delivering innovative solutions that address clients most complex digital transformation needs. With a workforce of over 230,000 across 65 countries, we enable clients to build sustainable, future-ready businesses. Role Purpose: The Asset and Configuration Coordinator manages and maintains the Configuration Management System (CMS) and the Configuration Management Database (CMDB). Acting as an assistant to the Configuration Management Process Manager, this role ensures the integrity and accuracy of configuration data and assets supporting IT services. Key Responsibilities: Maintain detailed records of Configuration Items (CIs) and their relationships within the IT infrastructure. Ensure all CIs are correctly registered and documented. Interface with support teams to optimize use and integrity of the CMDB and CMS. Recommend and implement improvements to configuration management processes and tools. Generate reports and analyses related to configuration data as requested. Enforce Configuration Management process disciplines among CI owners. Own the Service Asset and Configuration Management (SACM) process end-to-end. Control and audit all changes to CIs and the CMS, ensuring accuracy and compliance. Define and enforce naming conventions for CIs. Oversee both software and hardware asset management, working closely with procurement. Define and manage asset disposal policies in coordination with customers. Collaborate with change and release teams to keep the CMS updated. Conduct scheduled and ad hoc audits of CIs and manage discrepancy resolution. Maintain physical and digital configuration libraries and safeguard CMDB integrity. Additional Configuration Librarian Duties: Supervise receipt, identification, storage, and withdrawal of CIs. Support functional design and maintenance of the CMDB and libraries. Maintain status information and archival records of configuration items. Notify stakeholders of changes affecting their CIs. Assist with audits and ensure proper documentation control. Key Skills and Competencies: Strong analytical and decision-making skills. Excellent communication and presentation abilities. Conflict resolution and stakeholder management skills. Technical expertise in IT hardware and software setup, management, and troubleshooting. Experience with Configuration Management tools, document control, source code management, and defect tracking systems. Ability to create and maintain a CMDB repository. Understanding of the software development lifecycle. Experience working in multi-site, collaborative environments. Proficiency with Software Configuration Management (SCM) tools and build automation software. Mandatory Skills: ITIL Asset and Configuration Management Experience: 1 to 3 years Join a forward-thinking organization that values reinvention and continuous learning. Wipro empowers you to take ownership of your career, engage in innovative projects, and thrive in an inclusive workplace. We welcome candidates from all backgrounds, including persons with disabilities.

Application Developer - DevOps (Azure Cloud, Kubernetes, Docker) - Mysore About the Role Join us at one of IBM Consulting's Client Innovation Centers, where we provide deep technical expertise to both public and private sector clients worldwide. Our centers bring locally-based skills and knowledge to help clients drive innovation and embrace new technologies. In this role, you'll be part of a team that fosters long-term relationships with clients across the globe. You'll collaborate with visionaries in various industries, advancing the hybrid cloud and AI journeys for some of the most innovative and impactful companies in the world. The resources available to you, including our strategic partner ecosystem and robust technology platforms (such as IBM Software and Red Hat), will empower you to accelerate change and deliver real impact. At IBM Consulting, curiosity is at the heart of everything we do. You'll be encouraged to think creatively, step outside your usual role, and devise innovative solutions that create groundbreaking results for our clients. Our inclusive culture centers around long-term career development and provides an environment where your unique skills and experiences are valued. Your Role and Responsibilities We are looking for individuals who demonstrate grit, drive, and a deep sense of ownership. You will be entrusted with meaningful responsibilities, and your contributions will be integral to the success of our clients. Key responsibilities include: DevOps Expertise: Work on cloud infrastructure, CI/CD pipeline development, and automation. You will be deeply involved in all stages of the application lifecycle, ensuring that we re building scalable, secure, and reliable solutions. Collaboration & Ownership: Collaborate closely with teams to implement best practices and drive improvements across all aspects of the software delivery process. Continuous Improvement: Focus on automating tasks, optimizing processes, and contributing to the development of infrastructure as code, ensuring the scalability and sustainability of applications. Required Education Bachelor s Degree in Computer Science or a related technical discipline. Preferred Education Master s Degree in Computer Science or a related field. Required Technical and Professional Expertise Minimum of 5+ years of experience in DevOps or an equivalent role. Strong proficiency in Bash scripting for automating tasks and systems management. Hands-on experience with Kubernetes and Docker, including deploying, scaling, and managing containerized applications. Expertise in Terraform for infrastructure provisioning and management. Experience working with DevOps tools in an Azure cloud environment, including CI/CD pipelines. Preferred Technical and Professional Experience Understanding of application security and knowledge of information security controls. Familiarity with large-scale distributed systems, including multi-tier architectures, application security, monitoring, and storage systems. Working knowledge of CI/CD tools like GitHub Actions, Azure DevOps, Jenkins, or other similar toolsets. At IBM, we offer more than just a job; we offer a career of lifelong learning and growth. Working at IBM Consulting provides you with an opportunity to shape the future of technology, impact client businesses, and continuously develop your skills in a dynamic, forward-thinking environment. Join us to be part of an innovative and collaborative team that leads with purpose and delivers real-world value. Qualification : Bachelors Degree in Computer Science or a related technical discipline.