LEAD ADMINISTRATOR L1

Wipro; Bengaluru; On-site; INR 800,000 - 1,200,000; Full time

Job summary

Wipro in Bengaluru is seeking an experienced IT Incident Management professional to resolve high-priority incidents through advanced troubleshooting and root cause analysis. The role emphasizes SLA compliance, performance trend analysis, and collaboration with internal and external stakeholders to implement mitigation measures.

Responsibilities include triaging P2 tickets, proactive escalation, system tuning, disaster recovery support, and ongoing knowledge base updates.

Qualifications

• 5–8 years of experience in IT incident management or similar support roles.
• Strong troubleshooting and root cause analysis skills.
• Experience with service level management and reporting.

Responsibilities

• Triaging and resolving high priority incidents (P2) with advanced troubleshooting and root cause analysis to ensure timely closure.
• Monitor SLAs for assigned technology areas and escalate proactively when needed.
• Analyze system performance data, coordinate findings, and support capacity planning to improve efficiency.
• Create mitigation measures and coordinate with technical teams for tool evaluations and improvements.
• Support disaster recovery through security assessments and drills, ensuring controls and standards.

Skills

SQL Server

T-SQL

Job description

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.

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

SQL Server T-SQL Programming

Experience

5-8 Years.

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