LEAD ADMINISTRATOR L2

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

Descripción de la vacante

Wipro in Maharashtra seeks an experienced Incident Management Lead to oversee the incident management process, define monitoring protocols, and ensure system resilience while managing client expectations. You will supervise the team, monitor SLA performance, drive changes, and participate in QBRs to align with business objectives.

The role focuses on effective production support, disaster recovery planning, and continuous knowledge sharing to improve service delivery and reliability.

Formación

• Over 8-10 years of experience in incident management.
• Experience in defining monitoring protocols and ensuring system resilience.

Responsabilidades

• Triaging and resolution of tickets; establish incident monitoring protocols and provide technical guidance for permanent fixes.
• SLA monitoring and representation in meetings to ensure delivery quality.
• Performance tuning and collaboration with technical teams on production support and deployments.
• Develop and review mitigation measures and improvement actions.
• Disaster recovery planning and data backup to ensure resilience and quick restoration.
• Reporting and stakeholder engagement including QBRs and client alignment.
• Team management with daily operations oversight and performance feedback.
• Knowledge base maintenance and continuous learning to improve service efficiency.

Conocimientos

M365 Exchange Online

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:

• M365 Exchange Online.

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.