Lead Administrator L1

Wipro; Ahmedabad District; On-site; INR 1,500,000 - 2,100,000; Full time

Job summary

Wipro in India seeks an experienced IT Incident Manager with 5-8 years in incident resolution to handle high-priority P2 tickets, perform advanced troubleshooting, and drive root cause analysis.

You will monitor SLAs, tune performance, coordinate capacity planning, and collaborate with technical teams to implement improvements, security controls, and disaster recovery drills.

Qualifications

• 5-8 years of experience in IT incident management.
• Advanced troubleshooting and root cause analysis.
• Experience with SLA monitoring and reporting.

Responsibilities

• Triaging and resolving high-priority incidents (P2) with advanced troubleshooting.
• Monitor SLAs and manage escalations to ensure compliance.
• Analyse system performance data and assist capacity planning to improve efficiency.
• Suggest improvements and evaluate new tools with technical teams.
• Conduct security assessments, disaster recovery drills and implement controls.
• Provide updates in service reviews and communicate with stakeholders.
• Collaborate with teammates to resolve tickets and service requests.
• Update SOPs and knowledge articles for future resolutions.

Skills

Cloud Azure Admin

Job description

Job Description

Job description:

Job Description

Role Purpose

The purpose of this role is to resolve high-priority incidents through advanced troubleshooting, ensure SLA compliance, analyse system performance trends, and create mitigation measures by collaborating with internal and external stakeholders.

Areas of responsibility

• Triaging and resolution of tickets-Provide resolution to high priority incident (P2) tickets, performing advanced troubleshooting and root cause analysis to ensure timely closure.
• SLA Monitoring-Ensure SLA compliance for assigned technology areas and ensure proactive escalation management.
• Performance tuning and optimization-Analyse system performance data, coordinate findings on system behaviour, and support capacity planning initiatives to enhance overall system efficiency.
• Perform system Improvements-Create mitigation measures to evaluate new tools or improvements by collaborating with technical teams.
• Handling disaster recovery-Perform security assessments and recovery drills, and implement necessary controls to ensure compliance with established security standards.
• Reporting and stakeholder engagement-Participate in weekly and monthly service review meetings, provide updates on performance and issues, and support stakeholder communication to ensure transparency and service alignment.
• Team Management-Collaborate with team members to resolve open tickets and service requests.
• Knowledge base and continuous learning Contribute to updating SOPs, knowledge articles and maintaining the knowledge repository for the purpose of future ticket resolution.

Mandatory Skills

• Mandatory Skills: Cloud Azure Admin

Experience

• Experience: 5-8 Years

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