LEAD ADMINISTRATOR L1

Wipro; Bengaluru; Presencial; INR 900.000 - 1.400.000; Jornada completa

Descripción de la vacante

Wipro in Bengaluru is seeking an experienced IT incident management engineer to resolve high-priority incidents, perform advanced troubleshooting, and ensure SLA compliance across technology domains.

You will analyze system performance trends, coordinate with stakeholders, contribute to knowledge base, and participate in service reviews. 5-8 years of relevant experience and expertise with MAC JAMF PRO are required.

Formación

• 5-8 years of experience in incident management or IT operations.
• Proficiency with MAC JAMF PRO is mandatory.

Responsabilidades

• Triaging and resolution of high-priority incidents (P2) with advanced troubleshooting to ensure timely closure.
• SLA monitoring and proactive escalation management across assigned technology areas.
• Performance analysis of system data and coordination with teams to optimize efficiency.
• Implement system improvements by evaluating new tools and changes with technical teams.
• Support disaster recovery activities, security assessments, and adherence to security standards.
• Prepare and present updates in weekly/monthly service reviews; maintain stakeholder communications.

Conocimientos

MAC JAMF PRO

Descripción del empleo

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

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

• MAC JAMF PRO

Experience

• 5-8 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.