LEAD ADMINISTRATOR L2

Wipro Ltd.; Dadri; Presencial; INR 1.200.000 - 2.400.000; Jornada completa

Descripción de la vacante

Wipro Limited is seeking an experienced Incident Management professional to oversee monitoring protocols, SLA adherence, and resilience of client systems. The role includes leading a team, driving production support, and coordinating with cross-functional teams to ensure high-quality service delivery.

The candidate will manage disaster recovery planning, data backups, and continuous improvements while engaging stakeholders in quarterly reviews.

Formación

• 8–10 years of incident management experience.
• Proven ability to monitor SLAs and drive service quality.
• Experience in disaster recovery planning and data backup.

Responsabilidades

• Triaging and resolving tickets; establish incident monitoring protocols.
• Monitor SLA performance and participate in meetings.
• Collaborate with technical teams for production support and deployments.
• Review mitigation measures and drive continuous improvements.
• Develop disaster recovery and data backup plans.
• Engage with clients and stakeholders through reviews.
• Lead and coach team members; conduct evaluations.
• Maintain knowledge base and share best practices.

Conocimientos

Incident management

Monitoring protocols

SLA monitoring

Performance tuning

Disaster recovery

Team management

Documentation

Herramientas

NetBackup

Descripción del empleo

Wipro Limited (NYSE: WIT, BSE: 507685, NSE: WIPRO) is a leading technology services and consulting company focused on building innovative solutions that address clients’ most complex digital transformation needs. Leveraging our holistic portfolio of capabilities in consulting, design, engineering, and operations, we help clients realize their boldest ambitions and build future-ready, sustainable businesses. With over 230,000 employees and business partners across 65 countries, we deliver on the promise of helping our customers, colleagues, and communities thrive in an ever-changing world. For additional information, visit us at www.wipro.com.

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: NetBackup Backup.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.

We are an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, caste, creed, religion, gender, marital status, age, ethnic and national origin, gender identity, gender expression, sexual orientation, political orientation, disability status, protected veteran status, or any other characteristic protected by law.

Wipro is committed to creating an accessible, supportive, and inclusive workplace. Reasonable accommodation will be provided to all applicants including persons with disabilities, throughout the recruitment and selection process. Accommodations must be communicated in advance of the application, where possible, and will be reviewed on an individual basis. Wipro provides equal opportunities to all and values diversity.