LEAD ADMINISTRATOR L2

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

Job summary

Wipro in Maharashtra, India is seeking an experienced Incident Management Lead to oversee the incident management process, define monitoring protocols, and ensure system resilience aligned with client expectations.

The role emphasizes triaging and resolving tickets, SLA monitoring, performance tuning, disaster recovery, and stakeholder reporting, with team management responsibilities and a strong emphasis on knowledge sharing and continuous improvement.

Qualifications

• Mandatory SAP Basis and HANA Administration skills.
• 8–10 years of experience in incident management or production support.

Responsibilities

• Triaging and resolution of tickets; establish incident monitoring protocols and provide guidance for permanent fixes.
• SLA monitoring; review performance across the team and represent the function in meetings.
• Performance tuning and optimization; coordinate with technical teams on incident resolution and deployments.
• System improvements; review mitigations and propose improvement actions.
• Disaster recovery planning and data backup to ensure resilience and quick restoration.
• Reporting and stakeholder engagement; participate in QBRs and align with business objectives.
• Team management; supervise daily operations and provide feedback.
• Knowledge base maintenance; document complex issues and share best practices.

Skills

SAP Basis

HANA Admin

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: SAP Basis HANA Admin .

Experience: 8-10 Years

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