LEAD ADMINISTRATOR L1

Wipro; Dadri; On-site; INR 900,000 - 1,500,000; Full time

Job summary

Wipro in Dadri, Uttar Pradesh, is seeking an experienced Incident Manager to resolve high-priority incidents, perform advanced troubleshooting, and ensure SLA compliance in collaboration with multiple stakeholders.

You will analyse system performance trends, coordinate with technical teams for capacity planning, and implement mitigation measures to improve overall service quality. Emphasis on knowledge sharing and continual improvement will drive ticket resolution efficiency.

Qualifications

• 5–8 years of experience in incident management or IT operations.
• Experience with NetApp storage systems is preferred.
• Strong troubleshooting and analytical skills.

Responsibilities

• Triaging and resolution of high priority incident tickets with advanced troubleshooting.
• Managed SLA monitoring and proactive escalation for assigned technology areas.
• Analyze system performance data and support capacity planning initiatives.
• Perform system improvements and mitigations with cross‑functional teams.
• Coordinate disaster recovery activities and ensure security controls compliance.
• Provide updates in weekly/monthly reviews and communicate with stakeholders.
• Collaborate with team members to resolve tickets and share knowledge.
• Maintain and update SOPs and knowledge articles for future resolutions.

Skills

Incident management

Troubleshooting

SLA monitoring

Root cause analysis

Stakeholder management

Tools

Netapp Storage

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 learningContribute to updating SOPs, knowledge articles and maintaining the knowledge repository for the purpose of future ticket resolution.

Mandatory Skills

Netapp Storage .

Experience

5-8 Years

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