LEAD ADMINISTRATOR L2

Wipro; Chennai District; On-site; INR 1,500,000 - 2,100,000; Full time

Job summary

Wipro is seeking an experienced professional to oversee incident management processes and monitoring protocols to ensure system resilience and reliable service delivery in Chennai.

Role involves triaging, SLA oversight, performance tuning, disaster recovery planning, and active stakeholder communication, with leadership responsibilities over a technical team and ongoing knowledge sharing to improve efficiency.

Qualifications

• 8–10 years of experience in incident management and production support.
• Mandatory: JDEdwards CNC experience.

Responsibilities

• Triaging and resolution of tickets; establish incident monitoring protocols and provide guidance for permanent fixes.
• SLA monitoring: review SLA performance, represent function in meetings, ensure delivery quality.
• Performance tuning and optimization: collaborate with teams on production support, incident resolution and changes.
• Implement system improvements: review mitigation measures and propose improvement actions.
• Handling disaster recovery: develop DR and data backup plans for resilience and quick restoration.
• Reporting and stakeholder engagement: participate in QBRs, manage client expectations and align with business objectives.
• Team management: supervise daily operations, conduct appraisals and provide feedback.
• Knowledge base and continuous learning: update docs, share best practices and enhance knowledge to improve efficiency.

Skills

JDEdwards CNC

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 responsibilityÂÂÂÂÂÂÂÂÂ

• 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

JDEdwards CNC .

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.