LEAD ADMINISTRATOR L2

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

Job summary

Wipro is seeking an experienced professional to oversee the incident management process and define monitoring protocols to ensure system resilience and reliable service delivery. The role involves guiding the team, managing tickets, and ensuring client expectations are met.

Responsibilities include monitoring SLA performance, coordinating with technical teams for fixes and deployments, and developing disaster recovery plans.

Qualifications

• 8-10 years of experience in incident management or production support.
• Strong monitoring and incident response skills.
• Ability to lead a team and conduct performance appraisals.

Responsibilities

• Triaging and resolution of tickets; establish incident monitoring protocols and provide guidance for permanent fixes.
• SLA monitoring: review SLA performance, represent the function in meetings, ensure delivery quality.
• Performance tuning and optimization: collaborate with technical teams on incident resolution, deployments, changes.
• System improvements: review mitigation measures and proposed improvements.
• Disaster recovery: develop DR and data backup plans for resilience and quick restoration.
• Reporting and stakeholder engagement: participate in QBRs and align with business objectives.
• Team management: supervise daily operations and provide feedback.
• Knowledge base and learning: update documentation and share best practices.

Skills

Incident management

Monitoring protocols

SLA monitoring

Team management

Disaster recovery

Knowledge base

Tools

Microsoft Entra ID

Job description

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.

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:

Microsoft Entra ID
.

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.