LEAD ADMINISTRATOR L2

Wipro; Hyderabad; Presencial; INR 1.800.000 - 3.200.000; Jornada completa

Descripción de la vacante

Wipro in Hyderabad seeks an experienced Incident Manager to oversee the incident management process, define monitoring protocols, and ensure system resilience. You will manage client expectations and supervise a technical team to deliver efficient service delivery.

The role focuses on triaging tickets, establishing monitoring, SLA adherence, and driving continuous improvements while coordinating disaster recovery plans and stakeholder communications to sustain business objectives.

Formación

• 8-10 years of experience in incident management or IT operations.
• Experience leading technical teams and coordinating with multiple stakeholders.
• Strong monitoring, troubleshooting, and disaster recovery knowledge.

Responsabilidades

• Triaging and resolution of tickets; establish incident monitoring protocols for permanent fixes.
• SLA monitoring across the team and representation in meetings to ensure delivery quality.
• Performance tuning and optimization of production support activities related to incidents and deployments.
• Implement system improvements with technical teams to mitigate issues.
• Develop disaster recovery and data backup plans for rapid restoration.
• Engage in QBRs, manage client expectations, and align with business objectives.
• Supervise daily operations and conduct performance appraisals.
• Maintain knowledge base and share best practices to improve service efficiency.

Conocimientos

Linux Admin.

Descripción del empleo

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

• Linux Admin.

Experience

• 8-10 Years.

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