LEAD ADMINISTRATOR L1

Wipro; Mysuru; Presencial; INR 800.000 - 1.400.000; Jornada completa

Descripción de la vacante

Wipro is seeking an experienced Incident Management Professional to resolve high-priority incidents, ensure SLA compliance, and analyze performance trends. You will collaborate with stakeholders, tune system performance, and implement improvements while contributing to disaster recovery and security controls.

You will also update knowledge resources and SOPs as part of continuous learning. The role requires 5-8 years of experience and hands-on expertise with MDM/EMM tools like Intune.

Formación

• Experience resolving high-priority incidents (P2) with advanced troubleshooting.
• Proven ability to monitor and ensure SLA compliance.
• Experience with performance analysis and capacity planning.
• Ability to implement system improvements with technical teams.
• Experience with disaster recovery and security controls.
• Strong reporting and stakeholder communication skills.
• Team collaboration to resolve tickets and requests.
• Contribute to SOPs and knowledge base updates.

Responsabilidades

• Triaging and resolving high priority tickets (P2) with root cause analysis.
• Monitor SLAs and manage proactive escalations.
• Analyze system performance data and support capacity planning.
• Propose and implement system improvements with technical teams.
• Conduct disaster recovery drills and enforce security controls.
• Prepare reports and communicate with stakeholders.
• Collaborate with team to resolve tickets and service requests.
• Update SOPs and knowledge articles for future resolutions.

Conocimientos

Advanced troubleshooting

SLA monitoring

Root cause analysis

Collaboration

Herramientas

EMM Intune

Descripción del empleo

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

EMM Intune.

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.