LEAD ADMINISTRATOR L1

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

Job summary

Wipro in Pune is seeking a skilled IT incident management professional to resolve high-priority incidents with advanced troubleshooting and ServiceNow development expertise. The role requires 5-8 years of experience in IT operations, incident management, and performance analysis, with a focus on SLA compliance and security controls.

The candidate will participate in service reviews, drive improvements, and mentor junior team members while ensuring timely resolution of critical issues in a

Qualifications

• Extensive experience with ServiceNow development and incident management.
• Experience in a 5-8 year range required.
• Knowledge of SLA monitoring and performance optimization is a plus.

Responsibilities

• Triaging and resolving high-priority incidents (P2) with advanced troubleshooting.
• Monitor SLAs and escalate proactively as needed.
• Analyze system performance data and support capacity planning.
• Implement improvements by coordinating with technical teams.
• Perform security assessments and disaster recovery drills.
• Prepare reports and engage stakeholders in service reviews.
• Collaborate with team to close tickets and fulfill requests.
• Update SOPs and knowledge base for future resolutions.

Skills

Servicenow-Development

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

Servicenow-Development.

Experience

5-8 Years.

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