Lead Administrator L1

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

Job summary

Wipro is seeking a skilled IT operations professional to resolve high-priority incidents, monitor SLAs, and analyze system performance to drive improvements. The role involves disaster recovery readiness, security drills, and collaboration with internal and external stakeholders to ensure service alignment.

The position emphasizes proactive problem solving, knowledge sharing, and ongoing learning to enhance efficiency and reliability across technology domains.

Qualifications

• 5–8 years of relevant incident resolution experience.

Responsibilities

• Triaging and resolution of high priority incident (P2) tickets, performing advanced troubleshooting and root cause analysis to ensure timely closure.
• SLA monitoring to ensure compliance for assigned technology areas and proactive escalation management.
• Performance tuning and optimization by analysing system performance data and supporting capacity planning initiatives.
• Implement system improvements by evaluating new tools or changes with technical teams.
• Handling disaster recovery activities including security assessments and recovery drills to meet security standards.
• Reporting and stakeholder engagement in weekly and monthly service reviews, providing updates on performance and issues.

Skills

M365 Exchange Online

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.

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:

M365 Exchange Online.

Experience:

5-8 Years.

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