LEAD ADMINISTRATOR L2

Wipro; Hyderabad; On-site; INR 1,200,000 - 2,400,000; Full time

Job summary

Wipro Hyderabad is seeking an experienced Incident Management Lead to oversee the incident management process, monitor protocols, and ensure system resilience to meet client expectations.

You will triage and resolve tickets, monitor SLAs, coordinate with technical teams for permanent fixes, manage disaster recovery plans, and mentor the team to drive continuous service improvements.

Qualifications

• Minimum 8-10 years of experience in incident management and production support.
• Proficient in monitoring incident protocols and delivering permanent fixes.
• Strong understanding of service level agreements and stakeholder communication.

Responsibilities

• Triaging and resolution of tickets; establish incident monitoring protocols and guide permanent fixes.
• SLA monitoring; review performance, represent function in meetings, ensure delivery quality.
• Performance tuning and optimization; collaborate with tech teams on deployment and changes.
• System improvements; review mitigation measures and propose enhancements.
• Disaster recovery; develop DR and data backup plans for quick restoration.
• Reporting and stakeholder engagement; participate in QBRs and align with business goals.
• Team management; supervise daily operations and conduct performance appraisals.
• Knowledge base; update documentation and share best practices for improving efficiency.

Skills

Microsoft Active Directory Admin

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.

Responsibilities

• 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 Active Directory Admin

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.