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Site Support Specialist

3 months ago

Redmond, United States Wipro Full time

We are Wipro (NYSE: WIT), a rapidly expanding and leading global Information Technology, Consulting and Business Process Services company with over 225,000 employees worldwide, servicing clients in 175+ cities and 69 countries across 6 continents. For more information, please visit www.wipro.com.


Job Title: Site Support Specialist

Location: Redmond, WA

Type: Full time


Role Overview: The Asset Management and Site Operations Specialist will be responsible for overseeing all MLS-related data within the asset and inventory tracking system (OneAsset [OA]). This role includes creating and auditing data, performing updates, conducting monthly physical audits, and maintaining the quality of the data. The specialist will also manage deployment, migration, and decommissioning of devices, coordinate warranty parts orders, process warranty returns, and fulfill spares and supplies. Additionally, the role involves maintaining and auditing various inventories and ensuring storage room cleanliness and organization.


Key Responsibilities:


Asset Management:

  • Maintain MLS inventory database with up-to-date asset data.
  • Perform regular physical audits to ensure database accuracy.
  • Manage and audit inventory in AIM storage rooms, including server hardware, network hardware, KVM hardware, fiber optic cables, and consumables.
  • Ensure storage rooms adhere to organization Confidential standards.
  • Coordinate with site services to maintain storage room cleanliness and organization.
  • Maintain network cable inventory levels per site requirements.
  • Provide quarterly audit/status reports.


Operational Reporting:

  • Provide comprehensive reporting on SLA activities and leading indicators.
  • Review and propose additional metrics and KPIs for operational performance.
  • Engage in monthly and quarterly reviews with company stakeholders.


Site Operations:

  • Identify and manage a lead per site or cluster of sites.
  • Audit ticket queues daily to ensure compliance with ticket management.
  • Monitor communication channels for timely responses to customer requests.
  • Document and publish weekly site operations meeting notes.
  • Review and track monthly CMDB audit reports.
  • Report on monthly operational metrics such as stock levels, UPS, power, and SAN utilization.
  • Maintain and document environments and processes on a shared SharePoint site.
  • Manage escalations and facilitate resolution of major incidents.
  • Ensure cross-training for backup resource management during incidents.
  • Deliver Post Incident Reviews within five business days of an event.
  • Audit and ensure compliance with cabling practices.
  • Manage space allocation and preparation for deployments.
  • Ensure consumable supplies are stocked prior to deployments.
  • Provide timely updates on deployment progress.
  • Support best practices consultation and escalate facility changes as needed.
  • Support service improvement plans based on client feedback.
  • Assist MLS Service Managers with customer communications and service issues.
  • Develop and implement lab usage strategies to optimize infrastructure resource utilization and customer satisfaction.


We are an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, caste, creed, religion, gender, marital status, age, ethnic and national origin, gender identity, gender expression, sexual orientation, political orientation, disability status, protected veteran status, or any other characteristic protected by law