LEAD ADMINISTRATOR L2

Wipro; Bengaluru; On-site; INR 2,500,000 - 4,200,000; Full time

Job summary

Wipro in Bengaluru seeks an experienced Incident Management Lead to oversee the incident management process and define monitoring protocols to ensure system resilience and effective service delivery for clients.

The role involves triaging tickets, SLA monitoring, performance tuning, disaster recovery planning, and knowledge-base updates to enhance service efficiency and stakeholder satisfaction.

Qualifications

• 8-10 years of experience in incident management and monitoring.
• Strong knowledge of incident management processes and IT service delivery.
• Experience with defining monitoring protocols and ensuring system resilience.

Responsibilities

• Triaging and resolution of tickets; establish incident monitoring protocols and provide guidance for permanent fixes.
• SLA monitoring; review performance and represent the function in meetings to ensure quality.
• Performance tuning and optimization; collaborate with technical teams for production support and changes.
• System improvements; review mitigation measures and propose improvement actions.
• Disaster recovery planning and data backup to ensure resilience and quick restoration.
• Reporting and stakeholder engagement; participate in QBRs and align with business objectives.
• Team management; supervise daily operations, conduct appraisals, provide feedback.
• Knowledge base maintenance; update documentation and share best practices to improve efficiency.

Skills

ServiceNow ITOM Service Mapping

Job description

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.

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

ServiceNow ITOM Service Mapping .

Experience

8-10 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.