LEAD ADMINISTRATOR L1

Wipro; Bengaluru; On-site; INR 900,000 - 1,300,000; Full time

Job summary

Wipro is seeking a senior IT incident and operations specialist in Bengaluru to resolve high-priority incidents through advanced troubleshooting, ensure SLA compliance, and analyze system performance trends. You will collaborate with internal and external stakeholders to create mitigation measures and drive service improvements.

You will triage and resolve P2 tickets, monitor SLAs, tune performance, participate in DR drills, and contribute to knowledge base updates.

Qualifications

• Must have SAP HANA Cloud Integration expertise.
• 5-8 years of relevant experience.

Responsibilities

• Triaging and resolution of high-priority incident tickets (P2) with advanced troubleshooting and root cause analysis.
• SLA monitoring and proactive escalation management for assigned technology areas.
• Analyze system performance data, coordinate findings, and support capacity planning to improve efficiency.
• Create mitigation measures and evaluate new tools in collaboration with technical teams.
• Perform security assessments, disaster recovery drills, and ensure compliance with security standards.
• Participate in weekly/monthly service reviews and communicate performance and issues to stakeholders.
• Collaborate with team members to resolve open tickets and service requests.
• Update SOPs and knowledge articles to maintain the knowledge repository.

Skills

SAP HANA Cloud Integration

Job description

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.

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

SAP HANA Cloud Integration .

Experience

5-8 Years

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