LEAD ADMINISTRATOR L2

Wipro; Hyderabad; On-site; INR 1,800,000 - 3,000,000; Full time

Job summary

Wipro Hyderabad is seeking an experienced professional to oversee incident management and define monitoring protocols, ensuring system resilience and reliable service delivery. The role will supervise a production support team and coordinate with clients to manage expectations and drive continuous improvements.

Key tasks include triage of tickets, SLA tracking, disaster recovery planning, and knowledge-base updates, with emphasis on performance tuning and effective stakeholder communication.

Qualifications

• 8–10 years of experience in incident management and production support.
• Strong MSSQL Database Administration skills.
• Experience in monitoring, disaster recovery, and SLA tracking.
• Leadership and team supervision capabilities.

Responsibilities

• Triaging and resolution of tickets with incident monitoring protocols.
• SLA monitoring and ensuring consistent delivery quality.
• Performance tuning and optimization for production support.
• Collaborate on system improvements and mitigation actions.
• Develop disaster recovery and data backup plans.
• Reporting to stakeholders and managing client expectations.
• Team management and performance appraisals.
• Maintain knowledge base and share best practices.

Skills

MSSQL Database Admin

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.

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 responsibilityÂÂÂÂÂÂÂÂÂÂ

• 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: MSSQL Database Admin .

Experience: 8-10 Years.

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