LEAD ADMINISTRATOR L1

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

Job summary

Wipro Limited in India seeks a seasoned IT incident management professional to resolve high-priority incidents, perform advanced troubleshooting, and ensure SLA compliance across technology domains.

You will analyze system performance data, coordinate mitigations, contribute to capacity planning, lead incident reviews with stakeholders, and support resilience through disaster recovery drills and knowledge base updates.

Qualifications

• Experience in ServiceNow CMDB Administration (5-8 years).
• Must be able to analyze complex incidents and perform root cause analysis.

Responsibilities

• Triaging incidents and resolving high-priority tickets (P2) with advanced troubleshooting.
• Monitor SLAs and escalate proactively to ensure timely resolution.
• Analyze system performance data and coordinate findings for capacity planning.
• Create mitigation measures and evaluate new tools or improvements with technical teams.
• Perform security assessments and coordinate disaster recovery drills and controls.
• Prepare reports for weekly/monthly service reviews and communicate with stakeholders.
• Collaborate with team members to resolve open tickets and service requests.
• Contribute to updating SOPs, knowledge articles, and the knowledge repository.

Skills

ServiceNow CMDB Administration

Job description

Wipro Limited (NYSE: WIT, BSE: 507685, NSE: WIPRO) is a leading technology services and consulting company focused on building innovative solutions that address clients’ most complex digital transformation needs. Leveraging our holistic portfolio of capabilities in consulting, design, engineering, and operations, we help clients realize their boldest ambitions and build future-ready, sustainable businesses. With over 230,000 employees and business partners across 65 countries, we deliver on the promise of helping our customers, colleagues, and communities thrive in an ever-changing world. For additional information, visit us at www.wipro.com.

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: ServiceNow CMDB Administration.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.

If you encounter any suspicious mail, advertisements, or persons who offer jobs at Wipro, please email us at [e-mail] . Do not email your resume to this ID as it is not monitored for resumes and career applications.

Any complaints or concerns regarding unethical/unfair hiring practices should be directed to our Ombuds Group at [e-mail] .

We are an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, caste, creed, religion, gender, marital status, age, ethnic and national origin, gender identity, gender expression, sexual orientation, political orientation, disability status, protected veteran status, or any other characteristic protected by law.

Wipro is committed to creating an accessible, supportive, and inclusive workplace. Reasonable accommodation will be provided to all applicants including persons with disabilities, throughout the recruitment and selection process. Accommodations must be communicated in advance of the application, where possible, and will be reviewed on an individual basis. Wipro provides equal opportunities to all and values diversity.