LEAD ADMINISTRATOR L2

Wipro; Bengaluru; On-site; INR 2,000,000 - 4,000,000; Full time

Job summary

Wipro in Bengaluru, India seeks an experienced Incident Management Lead to oversee the incident management process, define monitoring protocols, and ensure system resilience for clients. You will guide the team, monitor SLA performance, and drive continuous improvements in collaboration with technical teams.

Requirements include 8-10 years of experience in incident management or ITSM and strong leadership with stakeholder communication.

Qualifications

• 8-10 years of experience in incident management or IT service management.
• Strong leadership and stakeholder communication.

Responsibilities

• Oversee incident management processes and monitoring protocols for system resilience.
• Triaging and resolving tickets; provide guidance for permanent fixes for recurring issues.
• Monitor SLA performance, represent function in meetings, ensure delivery quality.
• Collaborate with technical teams on production support, deployments, and change implementation.
• Review mitigation measures and propose system improvements.
• Develop disaster recovery and data backup plans for quick restoration.
• Engage with stakeholders in QBRs, align with business objectives.
• Supervise daily operations, conduct performance appraisals, provide feedback.
• Update and maintain knowledge base; share best practices within the team.

Skills

UxM - NexThink

Job description

Job Description

Role Purpose

The purpose of this role is to oversee incident management process and define monitoring protocols while ensuring system resilience to manage client expectations and supervise team performance for efficient service delivery.

Areas of responsibility

Triaging and resolution of tickets-Establish incident monitoring protocols and provide technical guidance to enable permanent fixes for recurring issues.

SLA Monitoring-Review SLA performance across the team, represent the function in meetings, and ensure consistent delivery quality.

Performance tuning and optimization-Collaborate with technical teams in managing production support activities regarding incident resolution, efficient deployments, and implementation of changes.

Perform system Improvements-Collaborate with technical teams to review mitigation measures and proposed improvement actions.

Handling disaster recovery-Develop disaster recovery and data backup plans to ensure system resilience and quick restoration in case of disruptions.

Reporting and stakeholder engagement-Participate in Quarterly Business Reviews (QBRs), manage client expectations, and ensure alignment with business objectives.

Team Management-Supervise team members by overseeing daily operations, conducting performance appraisals, and providing feedback.

Knowledge base and continuous learning Update and maintain documentation for complex issues, share best practices within the team, and support ongoing knowledge enhancement to improve service efficiency.

Mandatory Skills

Mandatory Skills: UxM - NexThink.

Experience

Experience: 8-10 Years.

Company Culture

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.