LEAD ADMINISTRATOR L1

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

Job summary

Wipro in Mumbai seeks a seasoned IT Incident Manager to resolve high-priority incidents using advanced troubleshooting and to ensure SLA compliance. You will analyze system performance trends and collaborate with internal and external stakeholders to implement effective mitigation measures.

With 5-8 years of experience, you will drive root-cause analysis, contribute to knowledge bases, and support disaster recovery exercises while maintaining security standards. NGINX proficiency is mandatory.

Qualifications

• Proficiency with NGINX and related web technologies.

Responsibilities

• Triaging and resolution of tickets, providing resolution to high-priority incidents (P2) through 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 analyzing system performance data and coordinating findings to support capacity planning and efficiency.
• Perform system improvements by creating mitigation measures and evaluating new tools or improvements with technical teams.
• Handling disaster recovery including security assessments and recovery drills, and implementing controls to maintain security standards.
• Reporting and stakeholder engagement through weekly and monthly service reviews, providing updates on performance and issues, and ensuring transparent communication.
• Team collaboration to resolve open tickets and service requests with fellow team members.
• Knowledge base and continuous learning by updating SOPs, knowledge articles, and maintaining the knowledge repository for future ticket resolution.

Skills

NGINX

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.

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

NGINX.

Experience

5-8 Years.

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