LEAD ADMINISTRATOR L1

Wipro; Kolkata District; On-site; INR 900,000 - 1,300,000; Full time

Job summary

Wipro in Kolkata is seeking an experienced IT incident resolver to manage high-priority tickets and ensure SLA compliance. The role focuses on advanced troubleshooting, performance analysis, and collaboration with internal teams to implement system improvements.

The ideal candidate has 5–8 years of experience in enterprise IT operations, strong knowledge of M365 Exchange Online, and excellent stakeholder communication skills.

Qualifications

• Experience implementing and supporting M365 Exchange Online environments.
• Experience in incident management, root cause analysis and SLA adherence.
• Excellent communication and stakeholder management skills.

Responsibilities

• Triaging and resolving high-priority incident tickets (P2) with advanced troubleshooting.
• Monitor SLAs and proactively escalate issues to ensure timely resolution.
• Analyse system performance and events to identify trends and optimization opportunities.
• Coordinate with technical teams to implement system improvements and mitigations.
• Support disaster recovery exercises and ensure security standards are followed.
• Participate in service reviews and provide clear performance updates to stakeholders.
• Collaborate with team members to close tickets and handle service requests.
• Contribute to updating SOPs and knowledge articles for future ticket resolution.

Skills

M365 Exchange Online

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: M365 Exchange Online.

Experience: 5-8 Years.

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